Ticket Routing is an automated system that uses AI to analyze and direct customer support tickets to the most appropriate teams or agents. The system evaluates multiple factors including intent, urgency, priority level, and customer attributes to make intelligent routing decisions. It streamlines the triage process by automatically categorizing and assigning tickets, ensuring that each request reaches the team member best equipped to handle it. This automation helps maintain consistent handling procedures while reducing the manual effort typically required for ticket sorting and distribution.

The system significantly reduces the time spent on manual ticket sorting and assignment, allowing support teams to focus more on actually resolving customer issues. It improves response times by ensuring tickets are immediately routed to the most appropriate team or agent, reducing customer wait times. The consistent application of routing rules helps eliminate human bias and errors in ticket assignment, leading to more efficient support operations and better resource utilization.

This estimate assumes that the organization has a well-defined ticket categorization system and clear routing rules already established. It assumes that the necessary integrations with the existing ticket management system are available and documented. The estimate includes time for implementing the core routing logic, basic error handling, and configuration options, but does not include time for extensive testing or custom integrations with complex legacy systems.