Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
An MSP running a service desk for 60 client organisations triaged manually. Tickets bounced between teams an average of 2.3 times before reaching the right engineer, SLA clocks ran while tickets sat in the wrong queue, and clients escalated frequently.
What Omnifys deployed
- Automatic classification by product, service taxonomy and urgency
- Completeness scoring with prompts for missing detail
- Routing to the correct team on first touch
- SLA risk alerts before breach, not after
Agents used: Service Request Triage Agent, Service Request Creation Agent, Service Notification Agent.
Results
- 94% — first-time-right routing, up from 58%
- 2.3 to 0.2 — average reroutes per ticket
- 37% — reduction in resolution time
- 61% — fewer client escalations
Why it worked
Misrouting was consuming more time than fixing. Getting the ticket to the right engineer immediately was worth more than any efficiency gain at the engineer level.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.