The problem
Dispatchers were manually triaging repetitive exception cases, especially over weekends, with inconsistent notes and slow resolution times.
The real cost was not headcount alone but the fragility created by expert knowledge living in inboxes.
What we built
We designed a LangGraph-based triage workflow with explicit tool use, approval gates and evaluation on historical exceptions.
The result was a system that could act confidently on the easy cases and explain itself on the ambiguous ones.
The hand-over
Operations inherited dashboards, trace logs and a regression suite so the agent could be tuned safely.
The workflow kept working after launch because the hand-over included ownership, not just code.