Classification and routing
Category, subcategory, priority and assignment group, mapped to your existing taxonomy.
AI Product
AI Triage
Classify, prioritize and route incoming tickets, cases or requests automatically, with confidence thresholds that send the unclear ones to a person.
Contact us for pricing — it depends on volume and integration scope.
What it does
Triage is where service queues lose time. An item arrives with a vague description, sits until someone reads it, gets categorized inconsistently, and is routed to the wrong team roughly a fifth of the time in most organizations we have seen.
AI Triage reads the incoming item, assigns category, priority and routing, and extracts the fields a human would otherwise retype. Items where the model is not confident go to a person rather than being guessed at — the threshold is yours to set.
Key features
Confidence thresholds
Below your threshold, the item goes to human review. You choose the trade-off between automation and accuracy.
Field extraction
Pulls structured details out of free-text descriptions and email bodies.
Duplicate detection
Flags likely duplicates and related items at intake.
Accuracy reporting
Tracks agreement with final human-corrected values, so drift is visible.
Feedback learning loop
Corrections made by your team feed into periodic retuning.
Example use cases
Illustrative scenarios this product is designed for, not descriptions of specific client deployments.
- An IT service desk with high inbound volume and inconsistent categorization
- A customer service team routing cases across several specialist queues
- An HR shared service centre triaging employee requests by topic and sensitivity
- A facilities or operations team prioritizing requests by urgency and location
How it is deployed and integrated
Deployed against your ticketing or case system — including ServiceNow — through its API, or inline in an intake workflow.
Four to eight weeks typically. Most of that is evaluating against your historical items to establish real accuracy before anything goes live.
Runs in shadow mode first: it predicts, humans decide, and you compare. Only then do you turn on automatic routing.
Integration categories
Categories we can build against. Feasibility for your specific systems and versions is confirmed during scoping — these are not certified partner integrations.
ServiceNow and other ITSM platforms (scoped per project)Email intakeCase management systems (scoped per project)Custom intake workflows via API
Data and privacy
Ticket content often contains personal data. We define what is sent for classification, minimize it, and document retention and access before launch.
Deployment inside your own cloud tenancy is available where data residency or policy requires it.
Before launch, you get it in writing. What data the product can access, where it is processed, how long it is retained, who can read it, and what is logged. If any of that does not work for your policy, it is a design decision we change rather than a limitation you accept.
Questions
About AI Triage
How accurate is it?
We will not quote a number before testing on your data, because accuracy depends almost entirely on how consistent your historical categorization is. We measure it during implementation and you decide whether it is good enough.
What happens when it is wrong?
Misroutes are reassigned as they are today, and the correction is captured. Confidence thresholds exist so that the model declines the items most likely to be wrong instead of guessing.
Do we have to replace our current categorization?
No. It maps to your existing taxonomy. If that taxonomy is itself inconsistent, we will tell you — that is usually worth fixing first, and it is cheap compared with the alternative.
See AI Triage on your own content.
Tell us the workflow you want to change and we will tell you whether this product fits, needs configuration work, or is the wrong tool.