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A service ops director gets the Wave 1 release notes and asks one question: which of these features is production-ready today, which needs a quarter of tuning, and which is still slideware. The answer matters because the team can pilot at most two new capabilities at once without burning out, and choosing the wrong two means the agentic story stalls.

Case Management

Agents handle initial triage — categorization, routing, severity assessment. Humans intervene at resolution. Case auto-close for deflectable intents. Supervisor oversight on agent-resolved cases for calibration. Production-ready today for the triage step; the auto-close step needs tuning.

Triage flow:
- Inbound case arrives
- Agent classifies into one of N categories
- Agent assigns severity from rubric
- Agent routes to the matching queue
- Confidence below threshold = human triage

Start with classification and routing only. Add auto-close after you have eight weeks of triage accuracy data above 90 percent.

Email and Intent Detection

Inbound email becomes classification, then suggested response, then agent review and send. Intent signals (frustration, churn risk, compliance mention) route differently. Reduces response time dramatically on high-volume support. Production-ready for classification; the suggested response needs careful tone tuning.

intent_signals:
  frustration: route to senior agent, flag for supervisor
  churn_risk: route to retention queue
  compliance_mention: route to legal review queue
  praise: log and route to standard queue

Frustration detection has a false-positive rate that depends heavily on writing style. Validate against your customer base before routing on it.

Quality Evaluation

AI grades agent-customer interactions against rubrics. Not punitive — coaching. Supervisor signals with specific feedback. Historical grading replaces ad-hoc listens. Production-ready, but only if you publish the rubric to the agents in advance. Agents who do not know the rubric exists treat the grades as opaque criticism.

rubric_v1:
  authentication: required_within_first_60s
  empathy_statement: required_if_complaint
  resolution_summary: required_at_end
  followup_offer: required_if_unresolved

Calibrate against 50 human-scored calls before going live, and republish the rubric every quarter as the team’s standards evolve.

Knowledge Management

Agent drafts KB articles from resolved cases. Knowledge manager reviews and publishes. Search relevance improves via embeddings. Content debt shrinks over time if the pipeline runs consistently. Production-ready, with the caveat that the manager review is the bottleneck. Plan for one knowledge manager per 50 agents to keep the queue moving.

async function draftFromCase(caseId) {
  const article = await fetch("/api/data/v9.2/DraftKnowledgeArticle", {
    method: "POST",
    body: JSON.stringify({ CaseId: caseId, TargetAudience: "internal" })
  }).then(r => r.json());
  return article.Id;
}

The draft includes the case summary, the resolution steps, and a tags list. Edit-to-publish averages 12 minutes per article in pilot teams.

Sequencing the Rollout

Pick two of the four capabilities for the first quarter. The pairing that produces the fastest visible value is case triage plus knowledge drafting; both reduce agent toil within weeks. Quality evaluation is high value but slow to land because it changes the coaching cycle. Email suggested response is the riskiest because customer-facing tone is hard to tune.

Quarter 1: case triage + knowledge drafting
Quarter 2: add quality evaluation
Quarter 3: add email suggested response, tone-tuned
Quarter 4: tune auto-close thresholds

Telemetry to Trust

Every agent decision should land in App Insights with the case ID, the agent identifier, the confidence, and the outcome. Build a daily report that shows confidence drift over time. Drift is the early signal of a model or rubric that needs review.

What to do this week

Pick the two capabilities for Q1, calibrate the rubric against a 50-call sample, and stand up the App Insights pipeline for agent decisions. Publish the rubric to the agent team before the first grading run lands in their inbox.

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