What this loop does
Every new Zendesk / Intercom / Freshdesk ticket is classified by intent (billing, bug, feature request, spam), tagged with severity, and routed to the correct queue. Duplicates and known issues are auto-linked.
Why it matters
Front-line agents spend 20–30% of their time doing routing, not solving. This loop reclaims that time and cuts first-response time in half.
Human oversight
- Confidence threshold: below 0.75, ticket goes to a human triage queue.
- Weekly evals in Langfuse to catch classifier drift.