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