AI for automating ticket routing and responses in customer service
Challenge
Managing large volumes of customer requests is a common challenge for many organizations. The client's customer support department handles approximately 60,000 requests per year across various channels. Messages were initially analyzed and sorted manually by a central team. As the volume of requests increased, process automation became necessary to achieve greater efficiency.
Another essential issue was security: given the sensitivity of the information contained in the tickets, using cloud-based or US-hosted systems was not a viable option. The goal was to have full governance over the solution; therefore, a fully on-premises approach was chosen. In addition, a cross-functional governance framework was designed, establishing roles and responsibilities for information management, the data lifecycle from acquisition to archiving, access rules for different user profiles, and expected, measurable quality levels.
Our AI Solution
To improve response times and service quality, Artificialy designed an AI solution capable of automating ticket routing and supporting response generation.
The tool supports and automates the service desk in the assignment of requests, manual data entry, request management, and completion. A true on-premises AI assistant, capable of automatically understanding incoming messages from multiple sources (forms, email, etc.) and managing their initial operational phase.
The system eliminates data entry redundancies and transforms scattered information into a structured company asset. The tool's pipeline covers:
ingestion, pre-processing, deduplication, and text normalization;
enrichment with structured metadata (topic, language, automatic translation, sentiment);
automatic classification and routing, with downstream generation of a proposed response;
automatic routing of tickets to the correct team;
suggestion of ready-to-use response drafts, in line with company guidelines.
The human-in-the-loop approach remains central: AI can suggest but never make decisions, and operators remain involved in the process at all times, reviewing, editing, and approving every response before it is sent.
Results
The solution, which integrates seamlessly with existing IT systems such as CRM, accounting systems, web portals, and email infrastructure, has delivered concrete, measurable improvements, including:
Fully automated ticket routing
+35–45% faster first response
–30% average handling time
Improved quality and consistency of responses
Greater capacity to handle urgent or complex requests
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