Business solution
Ticket Classification
Interpret ticket content, apply service rules and place the case in the appropriate queue with a visible audit trail.
Example architecture
A representative controlled workflow
- InputNew ticket
- AIClassify content
- RulePriority + SLA
- SoftwareSelect queue
- HumanReview uncertain cases
- OutputAssigned ticket
Human control
Responsibility remains explicit
Urgent, unclear or sensitive classifications can require human confirmation.
Project context
Describe the process and systems involved.
Finch can assess where AI, software, integration, rules and human control belong.