The Hub That Clears the Queue

A mid-sized IT services company was growing faster than its back office. Work arrived three ways (client support tickets, month-end invoicing across dozens of accounts and a constant stream of client email), and every item needed someone to read it, work out what it was and pass it on before the real work could start.

Infoniq AI built one hub where all of it lands. It classifies each item, pulls out what matters and starts the right agentic workflow: requests become tracked tickets routed to the right engineer, invoices are built from logged hours and contracts and queued for approval, and clients get status updates automatically.

Of tickets resolved with little to no manual work

70%

Projected

To run month-end invoicing

Days → hours

Projected

Support tickets, invoices and client email each had their own queue and their own manual routine. Senior engineers started every day reading, tagging and forwarding instead of fixing problems, and month-end invoicing took days of copying hours from one system into another.

Requests slipped between queues, invoices went out late, and how fast a client heard back depended on who was free that day.

All three sources feed one workflow hub. Each item is classified on arrival (what it is, which client it's from, how urgent it is), then the key fields are extracted: affected system, contract, hours, amounts, requested action.

Each class kicks off its own agentic workflow. Tickets are triaged, prioritised and routed to the right engineer with a draft first response. Invoices are assembled from logged hours and contract terms, then queued for approval. Client email becomes tickets, replies or status updates. A person approves anything that leaves the building, and every correction improves the next run.