82%
Requests classifiable without manual intake rework
Routing Decision Matrix
The engine makes tier decisions by service pattern, not by user guesswork.
| Work Pattern | Default Route | Escalation Trigger | Human Requirement |
|---|---|---|---|
| Knowledge and FAQ guidance Standard low-risk self-service questions |
Tier 1 lightweight assist | Low confidence, missing source, or policy interpretation request | Escalate to service desk or knowledge owner when unsupported |
| Request intake clarification Vague or incomplete business request |
Tier 2 standard service copilot | Approval-bound request, restricted data, or unclear business owner | Requester confirms summary before submission |
| Approval-bound access request Identity or privilege change |
Tier 2 for field readiness only | Privilege level, exception pattern, or missing approver | Manager or security approver must authorize next step |
| Incident evidence preparation Operational triage with known service impact |
Tier 3 governed analyst | Severity 1-2, cross-system blast radius, or vendor escalation | Incident lead validates evidence and decisions |
| Major incident command support High-severity or externally visible incident |
Tier 4 specialist operations advisor | Public communication, failover recommendation, or sensitive data scope | Commander retains all send and action authority |
| Leadership scenario analysis Portfolio or policy tradeoff framing |
Tier 4 or Tier 5 by approval | Cross-portfolio consequences, sensitive policy interpretation, or premium-model request | Formal sponsor approval for Tier 5 use |
Policy Flow
Every request should move through the same four routing decisions before AI output is trusted.
Classify
Identify service family, request category, urgency, requester role, and known approval dependency.
→
Check Risk
Apply sensitivity, public impact, privilege, and service-risk checks to narrow the eligible route.
→
Select Tier
Choose the lowest-cost AI tier that still meets accuracy, traceability, and reasoning needs.
→
Gate Output
Require confirmation, escalation, or full human takeover when the output could change service or policy posture.
Example Routing Scenarios
Same platform, different AI route, depending on context and consequences.
Low riskKnowledge
Password Reset Guidance
Standard self-service knowledge path.
Routing Rule
Grounded FAQ with approved article source.
Escalate If
Question becomes account exception or locked MFA case.
ModerateIntake
Leadership Dashboard Enhancement Ask
Needs clarification and sponsorship context.
Routing Rule
Clarify outcome, expected data, and requester priority.
Escalate If
Cross-division reporting dependency or budget request emerges.
HighOperations
Recurring Public Data Refresh Failure
Pattern analysis and evidence synthesis needed.
Routing Rule
Cluster incidents, summarize failures, and draft corrective actions.
Escalate If
Public communication or leadership tradeoff is needed.
Sev-2Incident
Remote Access Degradation
Cross-system diagnosis and vendor packet prep.
Routing Rule
Deep evidence synthesis with commander-controlled outputs.
Escalate If
Any action would change routing, public messaging, or service state.