AI Service Delivery Routing Agent

How Cassidy automates consulting request intake and routing using AI

Step 1: Trigger on new consulting request

The Workflow activates when a request arrives from any channel—web portal submission, email-to-case, Slack message, or Customer Success handoff—and normalizes the data into a standardized format.

Step 2: Classify and enrich the request

Cassidy analyzes the request content to identify intent, service type, and required competencies, then enriches it with CRM data including account tier, contract entitlements, and customer history.

Step 3: Assign priority and SLA milestones

Based on impact, urgency, and account classification, Cassidy computes priority (P1–P4), attaches the appropriate SLA package with first-response and resolution targets, and starts the milestone timers.

Step 4: Match skills and check capacity

Cassidy queries your skills matrix and resource management system to identify consultants with the required certifications, domain expertise, and availability—filtering by region, language, and current workload.

Step 5: Route to optimal resource

The request is assigned to the best-fit consultant or queued to the appropriate delivery pod, with commercial constraints like rate cards and margin targets factored into the routing decision.

Step 6: Orchestrate kickoff and acknowledgement

Cassidy sends an automated acknowledgement with committed SLAs, creates the engagement checklist and task dependencies, and initiates access requests and environment prep.

Step 7: Monitor and escalate proactively

Throughout delivery, Cassidy tracks SLA timers and milestone progress, surfaces near-breach alerts to Service Delivery Managers, and triggers alternate routing or escalation paths when deadlines are at risk.