AI Support Triage

An AI-assisted workflow that categorizes, summarizes, and routes tickets to the right team.

PROBLEM

What we started with

Support volume grew rapidly and the team struggled to maintain fast, consistent responses.

SOLUTION

A pragmatic set of improvements delivered incrementally.

Added summarization and intent classification

Automated routing with confidence thresholds

Built monitoring and evaluation for quality

RESULTS

Outcomes that matter to the business and the end user.

Cut first-response time significantly

Reduced manual triage and repetitive work

Improved customer satisfaction through consistency