Solutions / Route and triage
Send each one to the right place.
Routing is where the confidence score earns its keep. Auto-route above a threshold, queue the rest, and watch the auto-routed share grow as your team works the queue.
The decision
Given an incoming item, who or what should handle it next?
Text — tickets, emails, form submissions, chat messages.
Why it's worth automating
What makes this hard by hand.
Triage is repetitive and constant
Someone reads each item and makes the same handful of calls, all day.
Mistakes are expensive in both directions
Misrouted work sits in the wrong queue. Over-escalating buries the team in things they didn't need to see.
The distribution shifts
New products, new complaint types, new spam patterns. A static rule set goes stale; a function that retrains doesn't.
How it works
Three steps.
1
Name the destinations
Your teams, your queues, your priority levels — those are the labels.
2
Pick a threshold you're comfortable with
Start conservative and widen it as accuracy climbs. The doc below walks through choosing the number.
3
Let the work do the training
When an agent resolves an item, that resolution is the correct answer. Pipe it back as an annotation and the loop closes itself.