AI USE CASE
AI inbox triage for customer support
Auto-classify, prioritise and route inbound support emails to the right agent.
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Run the diagnostic →What it is
Use a large language model plus a small classifier to read inbound support tickets, detect intent, urgency and topic, and route to the correct queue with a draft reply attached. Reduces first-response time by 40-60% and frees senior agents for complex cases.
Data you need
12 months of historical tickets with category labels.
Required systems
- helpdesk
Why it works
- Human-in-the-loop review for the first 4 weeks
- Weekly taxonomy refresh from misclassified tickets
How this goes wrong
- Hallucinated draft replies sent without review
- Topic taxonomy that drifts from reality
When NOT to do this
Don't use this if your team handles fewer than 200 tickets a month, manual triage is faster.
Vendors to consider
Sources
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