One AI Triage Schema Handles Support Tickets, Meeting Transcripts, and Call Recordings

A developer on DEV Community has proposed a single structured schema to triage support tickets, meeting transcripts, and call recordings, replacing the need for three separate prompts. The schema extracts key fields such as summary, urgency, owner, actions, and customer impact regardless of the input source type. Source-specific rules govern how evidence is interpreted — for example, only the customer's words establish urgency on a call, and a commitment in a meeting is only valid when the responsible person explicitly accepts it. The author argues that a unified schema simplifies downstream systems like dashboards, alerting, and search, while keeping evaluation logic and metrics consistent across all three input types. Maintaining one schema also means any future field additions require a single update rather than changes across multiple diverging prompts.