Route every ticket correctly before your first coffee is cold
An agent classifies inbound tickets, routes them to the right queue, and drafts an answer where it's confident enough to. Below that threshold, it hands the ticket to a human with context attached.
Sound familiar?
- Tickets sit in a general queue until someone manually sorts them by hand.
- The same fifteen questions get answered from scratch every single day.
- Misrouted tickets bounce between teams before reaching the right person.
- Response time depends entirely on how full the queue looks that morning.
What we do
Classification model
Trained on your actual ticket history and categories, not a generic support taxonomy.
Routing logic
Tickets land in the right queue automatically, with the context that would otherwise be lost in a handoff.
Draft responses
For high-confidence, well-understood questions, the agent drafts an answer for a human to review and send.
Confidence threshold & fallback
Anything below the threshold you set goes straight to a human, no auto-send, no guessing on your customers' behalf.
Questions we get
What access does the agent need to our ticketing system?
Read access to your ticket queue and history, plus write access limited to drafting and routing — it never sends a reply on its own unless you explicitly enable that for a defined, low-risk category.
What's the error rate on routing and drafts?
We measure both against your existing baseline before go-live and tune the confidence threshold until misrouting drops below what your team achieves manually. Drafts are reviewed by a human until the data proves otherwise.
Who is liable if a wrong answer reaches a customer?
A human approves every drafted response before it ships, unless you've explicitly moved a specific, low-risk category to auto-send. Liability follows whoever hits send, exactly as it does today.
How long until this is live?
Four to six weeks for classification and routing on your top ticket categories, with drafting added once routing accuracy is proven.
Tell us what's running in production.
We'll tell you what we'd check first — and what we wouldn't bother with.
Book a call