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ConceptAutomation Tool2025
Service Request Triage Workflow
A concept for routing incoming public service requests using rules first and AI assistance second.
Problem
Incoming requests arrive through several channels and are sorted manually, which delays the ones that matter most.
Context
An illustrative scenario based on common front-desk and helpdesk workflows, not a real agency deployment.
My role
Concept design, workflow modelling, and interactive prototype.
Solution
A deterministic rules layer handles clear cases, and an AI classifier only proposes a category when the rules are inconclusive.
Key features
- Rule-based routing with an explainable trace
- AI fallback classification with confidence display
- Escalation path for low-confidence items
- Queue metrics and backlog view
Architecture overview
- 1
Intake
- 2
Rule engine
- 3
AI fallback
- 4
Human confirmation
- 5
Assigned queue
AI usage
AI is used only as a fallback classifier and its suggestion is always shown as a proposal, never an automatic decision.
Accessibility
Queue tables collapse to cards on small screens and every status has a text label.
Security
No personal data is used in the prototype; all sample records are synthetic.
Outcome
Shows how automation can be introduced gradually without making the system opaque to its operators.
Lessons learned
- Rules first, AI second keeps the system debuggable.
- Operators trust a workflow more when they can see why something was routed.
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