Our proposed workflow asks for a queue suggestion and flags ambiguous cases for review. A separate assistant can draft a reply after the route is established.
Measure reassignment, time to ownership and customer delay. Avoid using sentiment as a substitute for the actual issue; a polite message can still describe an urgent service failure.
Expose a narrow business endpoint such as POST /decisions/route-ticket. The adapter selects the question and policy versions; agents cannot lower thresholds or invent destinations.
During the first experiment, leave the actual queue unchanged so a reviewer can compare the recommendation with normal handling. Include ambiguous tickets and a simulated outage.