Use Cases

Three Priority Business Use Cases

Each use case includes KPI targets, a starter template, and article ideas you can publish safely.

Priority Set

Support, community, and incident response cover most real operational workloads.

Support & Tickets

Unify intake, route correctly, and keep human handoff auditable.

Community Ops

Onboarding, moderation, FAQ routing, and retention tracking.

On-call Incidents

Alert dedupe, severity routing, and closure workflows.

1) Support & Ticket Automation

KPI

First Contact Resolution (FCR)
First Response Time (FRT)
Human Handoff Rate
Escalation Rate

Starter Template

support_flow:
  ingest: <CHANNEL_EVENT>
  classify: [billing, technical, refund, other]
  respond:
    faq_hit: auto_reply
    faq_miss: draft_reply + human_review
  ticket:
    create_when: [high_risk, repeated_issue, low_confidence]
  metrics: [fcr, frt, handoff_rate, escalation_rate]

Open Template Security Baseline

Article Ideas

How to Normalize Multi-Channel Support into One Event Flow
Where Automation Stops: Mandatory Human Handoff Rules
Designing Observable Support KPIs from Day One

2) Community Operations & Growth

KPI

D7 Retention
FAQ Hit Rate
Manual Intervention Count
Active Member Ratio

Starter Template

community_flow:
  onboarding: member_joined -> send_welcome + starter_faq
  moderation:
    detect: [spam, abuse, policy_violation]
    route: [auto_warn, manual_review]
  faq:
    match: semantic_search(<FAQ_INDEX>)
    fallback: human_mention
  metrics: [d7_retention, faq_hit_rate, intervention_count]

Open Template Read Articles

Article Ideas

Community Automation Starts with Onboarding, Not Bot Spam
Routing Community Policy Violations with Fewer False Positives
Using D7 Retention to Audit Community Workflow Quality

3) On-call Alerting & Incident Collaboration

KPI

MTTA (Mean Time to Acknowledge)
MTTR (Mean Time to Resolve)
Alerts per Hour
False Positive Rate

Starter Template

incident_flow:
  ingest: <MONITORING_ALERT>
  dedupe:
    key: [service, fingerprint, severity]
    window: <DEDUP_WINDOW_MINUTES>
  route:
    p1: page_primary_oncall
    p2: notify_channel
  close_loop:
    ack: write_back_status
    resolved: close_ticket + postmortem_stub
  metrics: [mtta, mttr, alerts_per_hour, false_positive_rate]

Open Template Security Baseline

Article Ideas

Aggregate Before Notify: Reducing On-call Alert Noise
MTTA/MTTR as Collaboration Quality Metrics
A Minimal Incident Closure Template from Alert to Postmortem