Abstract
The present disclosure provides a system and method for triage and hybrid delegation of cross-channel work topics to human delegates and/or Artificial Intelligence (AI) agents. The method comprises receiving signals from multiple work channels including email, chat, calendar, document repositories, ticketing systems, and Customer Relationship Management (CRM) systems. The received signals are normalized and linked to generate a multi-source topic graph representing cross-channel work topics with associated provenance information. The method further comprises computing prioritization scores using explainable factors to identify work topics requiring user judgment. For each identified work topic, a structured verdict is generated including a recommendation, a confidence score, and a counterfactual consequence associated with inaction. The method further comprises generating response variants, evaluating delegation options, and routing the work topic to a human delegate or an AI agent. User actions are captured and analyzed to identify recurring decision patterns and recalibrate system parameters for improving subsequent triage, prioritization, and delegation operations.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
GARRINO, ENRICA, "SYSTEM AND METHOD FOR TRIAGE AND HYBRID DELEGATION OF CROSS-CHANNEL WORK TOPICS TO HUMAN OR AI", Technical Disclosure Commons, ()
https://www.tdcommons.org/dpubs_series/12036