Owner
Support manager, CX lead, service desk owner, or operations lead measured by queue health and customer trust.
Back-office
Ticket triage
Support tickets wait while the team works out intent, history, and urgency.
Mia prepares the triage and routes exceptions before the SLA slips.
FIRST FIXClear the ticket backlogSee pricing
Send the ticket queue and escalation rules.
Mia maps the first classify, draft, and escalate loop.
TYPICAL TOOLS
The employee runs inside the systems you already use.
The point is less manual work, not another app to manage.
If your stack is different, it almost certainly connects too. See the directory →
WORKDAY PRESSURE
Start where someone is already getting chased.
Support, service desk, and customer operations teams managing high-volume queues.
Workday sentence
Which tickets need a human, which can be drafted safely, and what is about to breach?
Where it gets stuck
Every ticket looks urgent until it is categorized, matched to context, checked against policy, and routed to the right level.
What cannot go wrong
Backlog turns into angry customers, a risky reply goes out, or the team burns out answering the same question all day.
What stays human
They protect customer trust and team morale.
They do not want an unsupervised bot damaging the brand.
First useful version
A categorized queue with safe drafts, priority flags, source context, and edge cases held for frontline review.
WORK + APPROVAL
What changes when this work gets handled.
Mia is useful only if this work gets cheaper, faster, cleaner, or easier to trust.
She handles prep, drafts, chases, and handoffs.
Your team keeps the decision.
Work to clear
What your team gets back
Categorized, prioritized queue
Impact
Why it matters
Less review time, fewer missed items, cleaner files, and less expensive admin around work that still needs expert approval.
Current cost
What it costs now
Incoming tickets across email, web form and chat
Human approval
Where people stay in charge
Frontline reviewer accepts or revises before send.
Sensitive replies always pause for human review.
WHY THIS RESULT MATTERS
Most tickets are variations of the same five questions.
The employee categorizes each one, drafts the reply for the common patterns, and tags the edge cases for human escalation.
Your team handles the 20% that actually needs them.
CURRENT COST
- Incoming tickets across email, web form and chat
- Knowledge base and past resolutions
- Escalation criteria and priority rules
RESULT DELIVERED
- Categorized, prioritized queue
- Draft replies for common patterns
- Edge cases flagged with reasoning
PROOF MOMENT
“Saturday morning ticket spike. Monday: 60% of weekend tickets already resolved with auto-sent replies, 30% drafted and waiting, 10% escalated.”
MORE IN BACK-OFFICE
Other results on the same track.
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Contract review
Read incoming contracts, flag deviations against precedent, summarize the delta.
Counsel reviews the diff, not the document.
Mortgage broker AI assistant
An AI assistant for Australian mortgage brokers that handles document collection, borrower chases, file prep, and loan-processing admin inside your broker software.
Accounting close prep
Get the books BAS-ready by chasing missing client documents, clearing bank-rec exceptions, and preparing the close pack for review.
Legal matter intake
Get one matter moving by collecting facts, chasing missing documents, preparing conflict-check context, and drafting client updates.
Insurance renewal prep
Get one renewal file unstuck by triaging the inbox, chasing missing documents, summarizing policy changes, and preparing the broker review queue.
Claims processing
Triage incoming claims, cross-check policy coverage, prepare the first response.
Adjusters approve the decision.
Onboarding
Every new hire, customer, or account gets the same complete welcome — forms filled, signatures chased, access provisioned.
Approvals
Route every approval request to the right person with the context attached.
Chase what stalls past your SLA.
Work scorecard
Before you hire for it, send us the stuck work.
Mia checks the cost, risk, approval line, and whether an AI employee can clear the first version.
If this is cheaper or safer with a person, the scorecard says that.
WORK + APPROVAL SCORECARD
A short check for cost, speed, quality, risk, and the first safe version.
Work
What keeps piling up?
Replies, reports, checks, handoffs, document chases, approvals, or follow-up that keeps coming back.
Cost
What does it cost now?
Staff time, manager attention, customer wait time, rework, missed follow-ups, or lost revenue.
Quality
What would make it useful?
Better drafts, faster turnaround, fewer errors, cleaner handoffs, and less chasing from managers.
Control
What still needs human approval?
Customer promises, pricing, refunds, legal language, financial decisions, or anything that can damage trust.
Output: work to clear, current cost, approval line, pricing shape, and the smallest useful test.
HIRE YOUR FIRST
One stuck task. Ticket triage. First proof in 48 hours.
Clear the ticket backlog
Send the ticket queue and escalation rules.
Mia maps the first classify, draft, and escalate loop.