AI-Assisted Ticket Triage Governance for Support Teams
By Red Shore Editorial | 2024-08-15
TL;DR: How to use AI triage safely while preserving routing accuracy and control.
AI triage can remove a lot of queue friction, but only when routing confidence is governed.
Without safeguards, teams get faster routing in the wrong direction.
What Good Governance Looks Like
- confidence thresholds for auto-routing,
- fallback queues for uncertain classifications,
- human review for high-risk intents,
- weekly accuracy reviews by queue.
Real-World Failure Pattern
Teams celebrate faster routing volume before checking re-route and recontact rates. Speed improved, but quality dropped.
The Practical Tradeoff
Adding review controls reduces raw automation rate at first. It also prevents costly misroutes and repeat contacts.
If You Do One Thing This Month
Track one metric pair together: triage speed and triage accuracy. Never review one without the other.