Intelligent ticket routing system that automatically categorizes and assigns customer support requests to the most qualified agents, reducing response times and improving customer satisfaction.
A growing SaaS platform was receiving 1,000+ support tickets daily with manual routing causing delays and misassigned tickets. Customers experienced long wait times and agents were overwhelmed with irrelevant requests.
They needed an intelligent system to automatically categorize tickets by urgency and expertise required, ensuring customers get help from the right specialist quickly.
Implemented natural language processing to automatically categorize tickets by issue type, urgency level, and required expertise area.
Built intelligent routing algorithm that matches tickets to agents based on skills, availability, and current workload for optimal distribution.
Created automated priority scoring system that identifies critical issues and escalates them immediately to senior support specialists.
Developed comprehensive dashboard tracking response times, resolution rates, and customer satisfaction scores for continuous improvement.
Reduced average response time from 4 hours to 1.2 hours, improving customer satisfaction scores by 40%.
Increased first contact resolution by 60% through accurate routing to specialized agents with relevant expertise.
Achieved 95% routing accuracy, eliminating ticket transfers and reducing agent workload by 30%.
Reduced support costs by $200K annually while handling 50% more tickets with the same team size.