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AI USE CASE
AI inbox triage for customer support
Auto-classify, prioritise and route inbound support emails to the right agent.
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.
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.
Example vendors
This page describes an idea. It gives no budget or timeline: those depend on your company. The free diagnostic tells you which ideas fit your situation.