Open a P1 and the root cause, the matching KB article, a confidence score, and the next three steps are already there. Your team overrides what’s wrong and trusts what’s right — the judgment stays human.
The first ten minutes of every ticket go to assembly — pulling the account, the history, the telemetry, the likely cause — before anyone makes a call. Across a full queue, that is a headcount of hours spent on work a system should be doing.
And it is the wrong ten minutes to lose. The slog runs the tank down before the judgment — the part your team is actually good at — even shows up.
Email, the customer portal, and connected tools land in a single queue with search, grouping, and density controls. Your team works one place — whatever channel the ticket came in on — instead of tab-switching to find where it landed.
Quantesic reads each ticket against your knowledge base, prior resolutions, and product telemetry, then returns a likely cause with a confidence score. Your team confirms what fits and overrides what doesn’t. The read is assisted; the call stays theirs.
Similarity-scored against your real knowledge base, not a generic index. When there’s a match — a gateway pool-exhaustion article, scored and linked — your team sees it. When there isn’t, it says so, instead of dressing a wrong answer up as a confident one.
The next three steps, specific to the account and the component in play: the rollback target, the checks to run, the threshold to confirm — with the linked dashboards and prior resolutions attached. The assembly that used to eat the first ten minutes is finished before anyone reads line one.
A reply comes pre-drafted with the fix and the ETA already in it. A person reads it, adjusts the tone, and sends — every draft human-reviewed before it reaches a customer. The context is ready. The judgment is yours.
When triage hits a wall, the hypothesis, the evidence, and the full account context hand to Support Engineering as a complete case — with attachments and an audit trail of every step — not a chat message asking someone to go dig.
The work shifts from assembly to judgment — and judgment is the part your team is good at.
Your team still makes every call. They just stop spending the first ten minutes assembling the context to make it. The assembly belongs to the system; the decision stays with them.
When the answer is account-aware and honestly scored, customers get the fix instead of a generic link. Self-serve goes up, re-opens come down, and the queue stops paying for near-misses.
Engineering trusts what comes from your team because it ships with the hypothesis and the evidence already attached. Less back-and-forth, more fixing.
A 30-minute walkthrough of the platform, with the person who built it.