Context
Support teams were manually triaging high ticket volumes.
AI-Assisted Support Routing
Introduced AI triage to route support requests with clearer priority handling.
Problem
Manual routing slowed response consistency during peaks.
Approach
- Designed triage taxonomy
- Integrated LLM classification
- Added human override controls
Tools and stack
PythonOpenAI APIsFastAPIPostgreSQL
Outcome
Priority handling became more predictable with clear audit trails.
Learnings
- Confidence thresholds are critical
- Change management is part of AI success
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