Ticket Classification & Routing

Automate ticket categorization and routing to speed support and improve customer satisfaction

Business impact

• First Response Time — AI speeds initial ticket handling, reducing time to first response
• Ticket Resolution Time — Automated routing and classification shorten overall resolution duration
• Customer Satisfaction — Faster, accurate responses improve customer experience and satisfaction scores
• Support Cost — Automation lowers manual workload, reducing operational support expenses
• Employee Productivity — Agents focus on complex issues, increasing overall productivity

Data requirements

• Support Ticket Logs (Text) — Used to train AI models on historical ticket classification and routing
• Customer Interaction Records (Text) — Provide context for intent detection and prioritization
• User Feedback and Ratings (Numeric) — Help refine AI accuracy and improve routing decisions
• System Event Logs (Structured) — Enable correlation of incidents for proactive routing

AI methods and techniques

• Predictive AI — Predicts ticket categories and urgency for accurate routing
• Generative AI — Generates suggested responses and solution recommendations
• Agentic AI — Automates ticket triage and escalations with minimal human input

AI models and model families

GPT-4, Claude, Azure OpenAI Service, Custom NLP classifiers

Industries

Real-world evidence

6 documented case studies on record.

Companies using this: Global, Large, Saks Fifth Avenue, Swarovski, Swift Tech Solutions, University South Florida.