Erin Moore — Fractional Chief AI Officer
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    AI Support
    Ticket Triage
    Customer Intelligence
    Applied AI

    AI Support Triage & Insight Engine

    An AI layer over 2M+ support tickets that auto-categorizes every request, flags emerging issues, and routes by urgency — cutting manual sorting 90%.

    Overview

    A high-volume support team was hand-tagging thousands of tickets a day and only spotting patterns once they became fires. I deployed an AI system that reads each incoming ticket, classifies intent and sentiment, and surfaces emerging issues to leadership before they escalate — turning a cost center's ticket queue into an early-warning system for the whole product.

    Key Results

    2M+ tickets analyzed
    85% intent-classification accuracy
    90% less manual categorization
    15 product issues caught early

    Technologies Used

    Language Models
    Intent Classification
    Sentiment Analysis
    Support Platform Integration

    Project Category

    ai agents

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