Ticket Classification & Routing

AI classifies customer support tickets and routes them to the right team or agent.

Business impact

• manual triage effort — Schneider Electric says AI performs the initial analysis that employees previously did, reducing that manual work.
• routing accuracy — The use case is built to send requests to the appropriate team or agent, which depends on correct classification.
• time to first assignment — Faster routing is implied by automating the initial analysis and dispatch step.

Data requirements

• incoming customer tickets (text) — The AI reads support requests to determine where they should go.
• customer-service request content (text) — Mastercard's routing engine interprets the language in requests.

AI methods and techniques

• classification — The system identifies what kind of support request has arrived.
• routing — It sends the request to the right team, agent, or support path.
• rules-based routing — Mastercard combines rules with machine learning to decide where requests go.
• machine learning — Mastercard uses machine learning as part of the routing engine.
• generative AI — Mastercard uses generative AI for language interpretation.

Industries

Real-world evidence

3 documented case studies on record.

Companies using this: Lyft, Mastercard, Schneider Electric.