Key takeaways
- A model reads each new ticket's text and fields and predicts its time to resolution and its category, at intake.
- Tickets likely to run long are flagged early, so a lead can assign the right expert before the member or provider calls back.
- Reason codes show which words and fields drove each prediction, so your team can check it.
- Your agents and leads still own every ticket. The model changes the order and the routing, not who decides.
Triage happens by hand, one ticket at a time
Member and provider tickets arrive by portal, email and phone notes. Each one has to be read, categorized and assigned before anyone starts work on it.
When triage is manual, complex tickets sit in the wrong queue and simple ones wait behind them. You find out a ticket was hard only after it has been reopened or escalated.
How support ticket time to resolution works
A regression model predicts hours to close, and a classification model predicts the category and owning team, both trained on your own closed tickets.