What is AI Ticket Routing?

AI ticket routing uses machine learning to automatically categorize, prioritize, and assign support tickets to the appropriate agents, teams, or automated systems. Unlike rule-based routing, AI routing understands context and intent.

How AI Ticket Routing Works

AI routing analyzes multiple signals:

• Content analysis: Understands the actual issue from ticket text
• Intent classification: Determines what the customer needs
• Urgency detection: Identifies time-sensitive issues
• Skill matching: Routes to agents with relevant expertise
• Workload balancing: Distributes tickets evenly across available agents

Traditional vs AI Routing

• Traditional: Keyword rules, manual categorization, round-robin assignment
• AI-Powered: Semantic understanding, automatic prioritization, intelligent assignment

Benefits of AI Ticket Routing

• Faster resolution: Right agent gets the ticket immediately
• Reduced transfers: Fewer handoffs between teams
• Better accuracy: 95%+ correct categorization vs 70% manual
• Agent satisfaction: Work on issues matching their skills
• SLA compliance: Urgent issues prioritized automatically

Beyond Routing: AI Resolution

The best AI does not just route tickets - it resolves them. Modern AI agents can:

• Answer questions autonomously
• Take actions (refunds, updates, etc.)
• Only route when human expertise is truly needed

This shifts routing from the default to the exception.

Maven AGI Difference: Our AI agents resolve 80-93% of tickets without routing to humans at all. When escalation is needed, Maven provides full context so agents can resolve quickly. The result: 60% faster resolution times.

Book a demo to see intelligent routing and resolution.