Auto-triage
A monitor reads incoming work, removes noise and duplicates, ranks what matters, and routes the rest.
Triage is the shape most knowledge-work queues take: inboxes, forms, chat requests, tickets, alerts. The work is not hard individually. It is expensive because the volume exceeds the hours, so the bottom of the queue never gets read.
A persistent monitor fits this better than a fresh run per item, because recognizing a duplicate requires remembering the original.
What a triage run should return
- 01Noise removedItems that need no action, with the rule that classified them.
- 02Duplicates mergedLinked to the original rather than closed silently.
- 03Actionable items investigatedWith the evidence gathered before a person sees them.
- 04A ranked queueOrdered by the criteria you named, not by arrival time.
- 05Routed exceptionsThe items the run declined to decide, with the reason on each.
Tuning it
Start with the classification tight and the automation quiet. A monitor that routes too much is annoying but recoverable; one that closes too much erodes trust in the queue itself.
Add conditions, invocation limits, and a named failure owner before increasing volume. A noisy event source with no cap is the most common way an automation becomes something people turn off.