Article
Route requests with AI triage.
Get the right ticket to the right person without manual sorting.
Why this matters
Tickets pile up in a single shared inbox because no one wants to triage. The team that owns a request often doesn't see it for hours. A small AI layer that reads each inbound message and tags it can cut response time dramatically.
What to do
- Add a classifier step between your inbox (email, helpdesk, form) and the assignment logic.
- Define 5–10 routing categories and feed an LLM the message text plus those categories.
- Use confidence thresholds: high-confidence routes auto-assign, and low-confidence ones land in a human queue.
Common pitfalls
- Don't route on subject line alone; body context matters.
- Audit the classifier monthly against actual outcomes.
- Keep a "wrong queue" escape hatch in every workflow so misroutes are easy to fix.
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