Bruviti Triage Agent

Overview
Triage Agent is a purpose-built agentic automation agent for support and field service teams. It automates complex triage and troubleshooting through chat, voice, or email. Domain-specialized AI handles unpredictable, exception-driven workflows that usually demand manual effort across multiple systems. This lowers service costs, improves accuracy, and speeds up resolution for both customers and technicians.

How It Works
The agent builds and uses an explicit ontology of products, parts, and failure modes. It applies purpose-built reasoning models within a data-logic-action framework to diagnose issues and orchestrate the right fix. It can trigger actions across enterprise systems, such as creating service tickets, updating CRM records, or initiating parts orders. Each interaction strengthens its knowledge base and sharpens the precision of future actions.
Key Capabilities
- Adaptive Automation Flows – Uses real-time logic to guide users beyond static decision trees.
- Purpose-Built Reasoning Models – Apply structured decision-making within a data-logic-action framework.

- Knowledge Retrieval – Pulls details from manuals, parts lists, service logs, and past cases.

- Context-Aware Dialogue – Adjusts questions and guidance to the user’s skill level.

- Action Orchestration – Triggers system updates such as service tickets, CRM records, or parts orders.

- Continuous Learning – Improves with each interaction to sharpen accuracy over time.

Integration and Security
Triage Agent brings the AI to your data, connecting with CRM, ERP, ITSM tools, and knowledge bases, and it works through APIs, Microsoft Teams, and Power Automate. It fits into existing workflows and can update records, create tickets, or start parts orders without extra steps. The agent runs inside company guardrails, explains its reasoning, and follows policy to keep data secure.

Who Uses It
Support operations, customer service teams, and field technicians managing complex products.