Route support tickets by topic in Gorgias
Classify incoming support tickets by topic and automatically route to correct support team
AA clean typed decision (yes/no, a pick from a list, or a level on a scale) that is concrete, repeats routinely, and has meaningful value.4.50
Key facts
- Vertical
- Cross-industry
- Function
- Support & CX
- Status
- Seen in the wild
- Volume
- routine
- Value
- meaningful
- Risk
- moderate
- Evidence
- described plan
- Flags
- None
Source: https://www.getmacha.com/use-cases/triage-and-route-gorgias-tickets
Build this with a classifier
Define a typed decision with a bounded answer, then evaluate it on examples.
{
"decision_type": "choice",
"question": "Does this input match the decision in “Route support tickets by topic in Gorgias”?",
"input": "<input to classify>",
"output": "one label from a fixed list"
}Related use cases
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