Confidence-gated triage for an overloaded support queue
Shipped a ticket-triage agent that classifies, tags, and routes incoming support tickets, with a logged rollback path.
A support team of four was spending a meaningful share of every day manually reading, tagging, and routing incoming tickets before any actual troubleshooting began.
The team needed to trust the agent from day one, which meant every decision had to be logged and reversible — no silent misroutes.
We scoped to the triage step only, not the response step. The agent classifies each ticket, assigns tags, and routes it to the right queue, logging its reasoning and confidence for every decision. Below a confidence threshold, it escalates to a human instead of guessing.
A production triage agent, an audit log of every routing decision, and a dashboard showing volume, accuracy against human-reviewed samples, and escalation rate.