AI Support Ticket Prioritization
This AI solution uses AI to automatically score, prioritize, and route customer service tickets across channels like email, chat, and helpdesk platforms. By intelligently triaging issues based on urgency, impact, and customer context, it ensures the right agent handles the right case at the right time, reducing response times and improving customer satisfaction while minimizing manual queue management.
The Problem
“Auto-score and route support tickets by urgency, impact, and customer context”
Organizations face these key challenges:
High-priority tickets get buried while low-urgency issues get worked first
Inconsistent triage decisions across agents and shifts; SLA breaches spike during peaks
Too much time spent tagging, deduplicating, and routing instead of resolving
Escalations depend on tribal knowledge (VIP accounts, outages, regulatory issues)