AI Customer Service Routing Engine

Modern support desks lean on AI to triage incoming messages: an NLP intent classifier reads each request, a confidence gate decides whether the model is sure enough to let a bot answer alone, and anything uncertain — or angry-sounding — escalates to a human agent instead. This simulation renders that pipeline live: watch message packets flow from intake through classification and the confidence gate, then either resolve instantly at the bot platform or queue for one of a limited pool of human agents. Tune the threshold, the underlying model's accuracy, agent headcount and the sentiment-escalation rule to see how automation rate, resolution time and a CSAT proxy respond — the same trade-off every deployed support chatbot has to balance.