> ## 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 Workbench: Twin for Triage, Resolution, and Context

> Discover how Twin, the personal AI operator, helps Service reps triage cases, assemble context, and propose resolutions across the support lifecycle.

The Service AI Workbench is where Twin acts as a support partner for reps and managers. Twin reads domain context, proposes case summaries, surfaces similar resolutions, and delegates tasks to domain agents so practitioners can focus on the customer.

### 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.

### Related

* [Service Agents](/internal-docs/domains/service/agents)
* [Service AI Flow](/internal-docs/domains/service/ai-flow)
* [Service Skills](/internal-docs/domains/service/skills)
* [Spine Agent Network](/agents/spine-agent-network)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.