AI PEO Ticket Routing Agent

How Cassidy automates --header-using-ai

Step 1: Trigger on new support ticket

The Workflow activates when a ticket arrives from any channel—client portal, email, chat, or API—and normalizes the case with requester, company, employee, and metadata like state, FEIN, and plan year.

Step 2: Enrich with account and employee context

Cassidy pulls related context from your HRIS, payroll system, and benefits platform—recent pay runs, open enrollment status, prior case history, client tier SLAs, and workers' comp policies—to inform routing decisions.

Step 3: Classify intent and apply HR taxonomy

Using your Knowledge Base and service catalog, Cassidy classifies the ticket into your HR service taxonomy (payroll, benefits, leaves, workers' comp, compliance) and auto-tags jurisdiction, pay group, plan year, and issue type.

Step 4: Determine priority and attach SLA

Cassidy evaluates impact signals—payroll blocking issues, OSHA recordables, compliance deadlines, negative sentiment, executive handling—and assigns priority (P1–P4) with the appropriate SLA based on service type and client contract.

Step 5: Route to the right specialist or queue

The Workflow matches the case to the appropriate COE queue or specialist using skills-based routing—factoring in certifications (multi-state payroll, ACA/COBRA, state-specific workers' comp), language, workload, and shift coverage.

Step 6: Package context and surface knowledge

Cassidy compiles a case summary with enriched context and suggests relevant KB articles or guided flows. For common requests like ID card reissues or paystub access, it can trigger automated resolution paths with full audit trails.

Step 7: Escalate or swarm when needed

If the case requires cross-COE collaboration or hits escalation thresholds—time-based, compliance-triggered, or sentiment-driven—Cassidy spins up swarming with a single owning case or routes to senior specialists and restricted queues for ER/Legal matters.