What Twin Does in Service
- Assembly — gathers customer history, prior cases, linked articles, and SLA terms into a single context pane before you respond.
- Proposals — suggests response templates, next steps, and escalation recommendations based on case content and queue state.
- Drafts — writes a first-pass reply or internal note from case details and customer history.
- Review — flags SLA risks, missing fields, and policy violations before a case is updated.
- Delegations — sends tasks to domain agents such as fetching entitlement details or checking device warranty.
Concrete Examples
- You open a case. Twin assembles the customer’s last three cases, the relevant policy article, and the current SLA timer next to the case view.
- After reading the case, Twin proposes a response draft and links to a similar resolved case for reference.
- When an SLA is at risk, Twin surfaces the case to the manager and suggests reprioritization.