Intelligent Ticket Router
AI-powered customer service automation delivering 60% faster response times
The Challenge
Customer service teams were spending 40% of their time manually categorizing and routing support tickets. This created bottlenecks, inconsistent response times, and frustrated both customers and support staff.
As ticket volume grew, the manual process became unsustainable. Support agents were burning out on repetitive triage work instead of solving actual customer problems.
The existing rule-based system couldn't handle the nuance of customer language, leading to frequent misrouting and escalations.
“We were drowning in tickets, and our best people were stuck playing traffic cop instead of helping customers.”
Our Solution
We developed an LLM-powered classification system that automatically categorizes incoming tickets, assigns priority levels, and routes to the appropriate team in real-time.
The system uses Claude API with custom prompts fine-tuned on historical ticket data, understanding context and intent rather than just keyword matching.
Integration with existing helpdesk software meant zero workflow disruption for agents.
- Real-time ticket classification with 95% accuracy
- Intelligent priority assignment based on urgency signals
- Automatic routing to specialized teams
- Continuous learning from agent corrections
- Seamless integration with existing helpdesk tools
Implementation
Technical Approach
- Claude API integration with custom classification prompts
- Real-time processing pipeline handling 1000+ tickets/hour
- PostgreSQL database for ticket history and model feedback
- Docker containerization for scalable deployment
- REST API for helpdesk integration
Change Management
- Phased rollout starting with low-risk ticket categories
- Agent training on reviewing and correcting AI decisions
- Feedback loop implementation for continuous improvement
- Weekly review sessions to tune classification accuracy
Results & Impact
- Support agents now spend time solving problems, not sorting tickets
- Customer satisfaction scores improved by 15%
- System handles 10x ticket volume with no additional headcount
- Misrouting reduced from 25% to under 5%
