Support tickets submitted via multiple channels are manually triaged and routed to teams — a slow, inconsistent process that increases resolution time and creates misrouted tickets that bounce between teams.
Support tickets submitted via multiple channels are manually triaged and routed to teams — a slow, inconsistent process that increases resolution time and creates misrouted tickets that bounce between teams.
NLP classification models automatically categorise each ticket by issue type, impacted service and urgency from free-text description. Auto-route to the most appropriate resolver team with confidence scoring. Escalation rules for low-confidence assignments.
Read the ticket text and attachments.
Predict category, priority and likely cause.
Send it to the right team with similar past tickets.
Use agent corrections to improve.
This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.