Roadmap · Case Management
Contact center case management, connected to the conversation
Customer cases, workflows, SLA tracking and escalation — linked to the calls and messages that created them. This is on the PolyglotCX platform roadmap. Today, voice-to-ticket already drafts a structured case from every call.
On the roadmap
Where case management fits
PolyglotCX already turns a conversation into a structured ticket with priority, category, action items and sentiment. Native case management extends that into a full workflow layer for customer service teams.
Cases from conversations
Every call and message drafts a case automatically via voice-to-ticket — no manual re-keying. Available today; the case workspace is planned.
Workflows & SLAs
Configurable states, assignment rules and SLA timers, with escalation when a target is at risk. Planned.
Escalation with evidence
Escalate a case with the transcript, the grounded summary and the QA evaluation attached — the back office has the full picture. Planned.
Status: roadmap. We are not selling a case-management product today. If customer-service case management is on your evaluation list, talk to us — design-partner input shapes what we build first, and voice-to-ticket is available now.
Tell us how you run cases today
A short call on your current case workflow and escalation paths — it directly informs the roadmap.
Talk to us →