Customer Support Intelligence API

Classify supplied tickets into billing, access, outage, defect, delivery, or account when one documented keyword list has the most matches. A caller-supplied category list replaces that set. A tie stays unclassified.

Set priority from a supplied severity and from documented urgency and business-impact phrases. A ticket with none of those signals stays unspecified.

Find duplicate tickets for the same email address and repeated wording across customers. Each pair names the rule and a confidence level. Tickets are not merged.

Restate up to three customer sentences and quote supplied agent replies. The summary does not decide that a ticket was resolved.

Label customer wording with a documented positive and negative word list. Text with no listed words stays unspecified.

Draft a reply that quotes the customer and a supplied policy only when that policy shares a word with the ticket. The draft does not resolve the ticket or state an unsupplied policy.

Flag a ticket when the text contains a documented escalation phrase, the priority rules mark it critical, or the same email appears on three tickets in the request. No escalation is performed.

Check supplied replies for a resolution claim, a missing reply, or an email, amount, order, or policy that was not in the ticket. The audit does not confirm that any action happened.