Route cases and track service outcomes

As of 2026-10-09, AI does this work at L3 Conditional automation. 4 updates bear on it. Strongest evidence: Confirmed by several sources.

L0ManualL1AssistedL2Partial automationL3Conditional automationL4High automationL5Full automation

What moved it

Every update that bears on this work, newest first.

2026-09-29OpenAI
OpenAI launches Decisions API powered by GPT-6 Luna
OpenAI introduces the Decisions API, powered by GPT-6 Luna, for real-time classification, routing and agent action selection. Available in limited preview.
L2 Partial automationFrom the publisher onlySource ↗
2026-09-25Google
Gemini 3.8 Live integrates with Salesforce Agentforce
Google Cloud and Salesforce combine Gemini 3.8 Live's live multimodal AI with Agentforce for customer service, with building available via the Gemini Live API.
L2 Partial automationFrom the publisher onlySource ↗
2026-09-05Google
Virgin Media O2 deploys multi-agent system on Google Cloud
Virgin Media O2 built a multi-agent system using Gemini models, BigQuery, Pub/Sub, and Gemini Enterprise Agent Platform, achieving a 9.2% reduction in call handling time and a 26% boost in Net Promoter Score.
L2 Partial automationClaimed L3 · Accepted L2From the publisher onlySource ↗
2026-08-26Google
Turing uses Gemini to automate 60k+ HR tickets
Turing's VP of Talent shares how the company uses Gemini to automate over 60,000 manual HR tickets and improve human connections.
L3 Conditional automationConfirmed by several sourcesSource ↗