Composition
Support Triage Agent owns the inbound flow; Operations Assistant Agent handles SLA, escalations, and summaries. Process rules (intake and escalation) are shared team configuration.
AI Team Pods · Support / SLA
AI Team
Support Pod
Two agents with a shared KPI: intake and classification, then SLA monitoring, escalations, and operational summaries.
Pain points
Overloaded queues, inconsistent triage quality, SLA dips at peak times.
Pilot
2 weeks on triage; second role after classification KPIs are met.