Operations · AUTOMATION
Reduce support workload with conversation classification
−40%
Most support queues are dominated by a short list of questions asked in a hundred different ways. This engagement clusters the history, automates the repeatable band, and leaves the ambiguous conversations to people.
The process
Export the conversation history
Twelve months of tickets, chats and messaging threads pulled from the helpdesk API, with resolution time and handler attached to each.
Cluster before labelling
Text embeddings and unsupervised clustering surface the real topic structure — not the tag taxonomy someone wrote three years ago.
Train and threshold a classifier
An NLP classifier per topic, tuned so low-confidence tickets escalate to a human instead of guessing at the customer.
Ship the automated band
High-confidence, low-risk topics get templated or bot replies through your existing helpdesk; everything else routes to the right queue.
Measure containment and quality
Containment rate, escalation rate and CSAT on automated threads reviewed weekly, with a rollback threshold agreed before launch.
What we need from you
- Helpdesk export or API access
- Twelve months of ticket history
- A reviewer who can approve automated replies
What you get
- Topic map of your support volume
- Trained classifier with confidence thresholds
- Automated reply band live, with containment and CSAT tracking
Timeline
Four to eight weeks, depending on helpdesk access.