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  6. Incomplete Issue Triage

Incomplete Issue Triage

Agents often misclassify or only partially capture the customer’s issue at first contact, especially in complex multi-part problems. This leads to transfers, repeated explanations, and follow-up tickets instead of resolving the request in one interaction.

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ChatGPT Claude Gemini Zendesk AI Salesforce Einstein Intercom Fin AI Freshworks Freddy AI Ada Forethought Solve Cohere Platform

Other Problems for Boost First-Contact Resolution

Incomplete Issue Triage Missing Customer Context Slow Knowledge Lookup Inconsistent Troubleshooting Steps Unclear Next-Action Ownership

Other Goals in Customer Service

Automate Customer Support Boost First-Contact Resolution Personalize Customer Interactions Monitor Service Quality Deflect Support Volume

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