AI PEO Client Support Triage Agent

How Cassidy automates--header-using-ai

Step 1: Trigger on new support request

The Workflow activates when a case arrives via ClientSpace portal submission, email-to-case, or chat—capturing structured fields and parsing free-text descriptions to extract client codes, module references, and urgency indicators.

Step 2: Classify and normalize the case

Cassidy applies classification logic to identify the module (Payroll, Tax, Benefits, HR, Time/Labor, Risk), case type, sub-type, environment, and severity based on keywords, client context, and detected deadline patterns like payroll dates or filing cutoffs.

Step 3: Validate client and pull entitlements

The Workflow queries the Knowledge Base and connected systems to map the contact to their client workspace, retrieve service tier (Bronze/Silver/Gold), and pull relevant SLA targets and entitlements that govern response expectations.

Step 4: Enrich with PrismHR/iSolved context

Cassidy pulls client attributes—payroll calendar, tax jurisdictions, benefits plan IDs, carrier feeds, WSE count—from PrismHR or iSolved to populate case fields and give the assigned team immediate operational context.

Step 5: Route to the right queue or pod

Based on the routing matrix, Cassidy assigns the case to the appropriate queue (Payroll Pod, Tax Team, Benefits EDI, HR/Time SME) using case type, module, client vertical, and jurisdiction—with fallback rules for after-hours or overflow.

Step 6: Set SLA timers and escalation paths

The Workflow calculates priority from severity, client tier, and time sensitivity, then sets response and resolution targets with automated breach alerts and escalation notifications to managers when thresholds approach.

Step 7: Generate tasks and acknowledgment

Cassidy creates structured tasks (research, data fix, client comms) with dependencies, adds subscribers and watchers, and sends an automated acknowledgment to the client with case reference and expected response timeframe.

Step 8: Request missing information

If required fields are incomplete—missing batch IDs, screenshots, jurisdiction, or reproduction steps—the Workflow sends a templated request to the client specifying exactly what's needed to proceed.

Step 9: Monitor and escalate

Cassidy tracks case progress against SLA timers, auto-reopens on customer reply, triggers escalations on severity changes or approaching deadlines, and notifies leadership when cases risk breach.

Step 10: Capture resolution and update knowledge

Once resolved, the Workflow logs disposition codes, root cause, and resolution notes—feeding classification models and flagging opportunities to publish or refresh Knowledge Base articles for future deflection.