Twin
Twin is your personal AI operator. In the Service domain, Twin triages cases, assembles customer context, drafts replies, and proposes next steps based on SLA risk and queue state.Core Agents
- Discovery Agent — surfaces hidden relationships between cases, customers, and known issues. It might find that a case matches a recent bug report.
- Triage Agent — prioritizes incoming cases by topic, SLA, and customer tier. It routes urgent items to the top of the queue.
- Schema Agent — ensures that case fields, categories, and tags conform to the domain model. It flags misrouted or miscategorized tickets.
Domain Agents
- Resolution Agent — prepares case summaries, Known Issue articles, and prior Resolution records for the assigned rep.
- Escalation Agent — checks tier rules, SLA policies, and manager availability before routing a case upward.
- SLA Agent — monitors timers, predicts breaches, and alerts the team with suggested actions.
- Feedback Agent — collects post-resolution surveys, scores them, and routes negative feedback for follow-up.