Automate support request triage with the sentiment and severity Agentflow templateHow-to
Introducing the Sentiment and Severity Agentflow Template When support requests start piling up, one of the biggest challenges is ensuring they're routed to the right team as quickly as possible. Not every request requires the same level of attention, but identifying which ones to prioritize often relies on someone reviewing and assessing each submission.The Sentiment and Severity Agentflow Template helps automate that decision-making process. Using AI, the agent analyzes the content of a request and evaluates factors such as sentiment, business impact, and urgency signals. Based on its analysis, it assigns a severity rating of Critical, High, Medium, or Low (P1 being critical and P4 low).On its own, this provides a consistent way to assess incoming requests. When combined with Nintex Workflow, the severity rating can automatically triage requests to the appropriate support tier or team. Information collected through forms, service requests, or other business processes can be passed to
