Customer Service & Support Agent
Answers customers from your knowledge base, cites the source and hands off to a person when needed.
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Claude Partner NetworkOfficial Anthropic partnerRevenue & Growth · Customer ServiceService Triage & Handoff Agent
A customer service agent that triages requests and hands off to specialist agents, with guardrails.
In short
What the Service Triage & Handoff Agent is.
The Service Triage & Handoff Agent is a Luby AI agent for Revenue & Growth, built for companies in any industry. A customer service agent that triages requests and hands off to specialist agents, with guardrails. It runs at autonomy level 2 (copilot): prepares the complete action and a person confirms every run.
How it works
From request to result, step by step.
An illustration of how the agent works. In a project, each step is designed around your process and your systems.
Inputs
Customer messages
Service Triage & Handoff Agent
- 1Receives the request
- 2Triages the intent
- 3Hands off to the specialist
- 4Resolves within guardrails
Guardrails · decision log · approval limits
Human in the loop
Human approvalconfirms every run
Outcomes
Routed answers
Pain points it solves
Where this agent makes a difference.
Building Products & Materials
Warranty and job-site complaints
Claims from contractors come in with little information and take weeks to close.
Homebuilders
Warranty requests after closing
Warranty tickets arrive by email and photos and take weeks to schedule.
Independent Insurance Agencies & MGAs
Certificates and service requests
COIs, endorsements and ID cards fill the service queue.
Medical Device Manufacturing
Complaint handling and CAPA
Complaints wait in a shared inbox and CAPAs miss their due dates.
Business outcomes
What changes in your operation.
Outcome
Service that scales
Outcome
Correct routing
Outcome
Safety through guardrails
Governance
autonomy levels →Level 2 · Copilot. Prepares the complete action and a person confirms every run.
Every decision is logged with evidence, there are approval limits and the agent can be paused at any time. See also the technical foundation behind the agents.
Related
Agents that work together.
Email Assistant with Approval
Triages the inbox, drafts replies and sends them after a person approves, remembering context.
Learn more →Voice Agent (Phone Support)
Handles calls in real time: understands speech, checks tools and answers out loud.
Learn more →FAQ
Questions about the Service Triage & Handoff Agent.
What does the Service Triage & Handoff Agent do?
A customer service agent that triages requests and hands off to specialist agents, with guardrails. Steps: receives the request; triages the intent; hands off to the specialist; resolves within guardrails.
Does the Service Triage & Handoff Agent replace people?
It isn't designed to. It runs at autonomy level 2 (copilot): Prepares the complete action and a person confirms every run. High-impact decisions stay with your team, with approval limits, an audit trail and an immediate kill switch.
What results does the Service Triage & Handoff Agent deliver?
Service that scales; Correct routing; Safety through guardrails.
Which industries does the Service Triage & Handoff Agent apply to?
Companies in any industry, in Revenue & Growth.
Talk to an AI architect
Could the Service Triage & Handoff Agent work in your company?
Tell us where it would run. An AI architect checks the fit with your process and systems and sends you the top opportunities.
- 1A senior architect, not an SDR30 minutes with someone who has shipped agents to production.
- 2Your top 3 agent opportunitiesRanked by payback, with the systems and approvals each one needs.
- 3No commitmentYou keep the shortlist whether or not you work with Luby.
Thanks! A Luby AI architect will email you to set up the session, usually within one business day.
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