> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service AI Flow: How Twin Thinks Through Support Work

> Follow Twin's AI Flow in the Service domain: Observe, Orient, Assemble, Reason, Discover, Delegate, Collaborate, Decide, Act, and Continue.

The Service AI Flow is how Twin processes support signals and produces useful assistance. It extends the OODA loop for case triage, context assembly, and resolution support.

<Steps>
  <Step title="Observe">
    Twin monitors changes across Zendesk, Salesforce, Freshdesk, Intercom, and Twilio for new cases, status changes, and SLA movements.
  </Step>

  <Step title="Orient">
    It maps new signals to the Service domain model: is this a new case, an escalation, or an SLA risk?
  </Step>

  <Step title="Context Assembly">
    Twin pulls customer history, prior cases, linked articles, SLA terms, and agent workload into a unified context object.
  </Step>

  <Step title="Reason">
    It evaluates next best actions: suggest a reply, flag an SLA, propose escalation, or surface a known solution.
  </Step>

  <Step title="Discover">
    Twin checks for gaps: missing customer info, unresolved prior cases, or policy mismatches.
  </Step>

  <Step title="Delegate">
    It routes preparatory tasks to domain agents, such as checking warranty entitlement or pulling device telemetry.
  </Step>

  <Step title="Collaborate">
    Twin presents proposals in the workbench as suggestions the practitioner can accept, edit, or reject.
  </Step>

  <Step title="Decide">
    Based on feedback, Twin finalizes the recommendation and prepares the capability request.
  </Step>

  <Step title="Act">
    Twin initiates the governed capability, such as updating case status or creating an escalation.
  </Step>

  <Step title="Continue">
    It records the action, updates context, and preserves memory for the next session or handoff.
  </Step>
</Steps>

### Related

* [Service AI Workbench](/internal-docs/domains/service/ai-workbench)
* [Service Agents](/internal-docs/domains/service/agents)
* [Service Execution Flow](/internal-docs/domains/service/execution-flow)


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