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 problem
Manual classification and handoffs slowed technical issues moving between support and engineering.
My contribution
Designed cross-system ticket classification and routing with traceable handoffs.
The outcome
Reduced technical-ticket resolution turnaround time by 50%.
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.
Workflow & decisions
- 01Connected Jira, CRM, support tools, and stakeholder communication channels
- 02Generated and classified incoming technical tickets
- 03Routed work between customer support and engineering based on the issue context
- 04Kept structured ticket information available across the delivery workflow
- 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