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OrchestrationTicket RoutingLangSmithJiraSupport Operations
Levana Protocol

Cross-System AI Orchestration Hub

A workflow connecting Jira, CRM, support, and stakeholder channels to classify and route technical work across organisational boundaries.

The Challenge

Technical issues moved between customer support, engineering, and stakeholder channels. Manual classification and handoffs slowed resolution, reduced transparency, and made ownership harder to maintain across distributed teams.

System Workflow

  1. 01Connected Jira, CRM, support tools, and stakeholder communication channels
  2. 02Generated and classified incoming technical tickets
  3. 03Routed work between customer support and engineering based on the issue context
  4. 04Kept structured ticket information available across the delivery workflow
  5. 05Used LangSmith to trace classification decisions, routing steps, tool calls, latency, and failures across the workflow

Human Controls

Routed tickets enter existing support and engineering ownership processes

Teams retain responsibility for diagnosis, prioritisation, and resolution

Structured handoffs improve accountability without granting the system autonomous delivery authority

LangSmith traces expose routing behaviour and tool activity for review without replacing Jira, CRM, or support records

Impact & Evidence

01Reduced technical-ticket resolution turnaround time by 50%
02Improved transparency between customer support, engineering, and stakeholders
03Created a repeatable cross-system path for issue classification and routing
04Added workflow-level observability for investigating routing errors, tool failures, and human overrides