Notes on agents, on the job, and occasionally on neither.

Triage agent: reads the ticket, pulls out intent and entities, sets priority
Knowledge agent: searches the KB and past tickets for something that already worked
Routing agent: knows who is good at what, and who is drowning this week
Approval agent: runs change management and watches the SLA clock

Things I worked out by writing them down — what I've learned building AI into IT workflows, what the client-facing years taught me, and the odd 3 AM thought that refused to leave.

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