Intelligent Ticket Prioritization, Routing, and SLA Management for Customer Support Teams

Context

CoffeeGo is a coffee ordering and delivery service that receives customer requests through email, a Telegram support bot, and website contact forms.

Before automation, all support requests were routed to a shared inbox and processed manually by customer support agents. This often resulted in delayed responses, missed critical requests, and a lack of visibility into SLA compliance.

As the number of customer inquiries increased, the company required a scalable system capable of prioritizing requests automatically and ensuring timely responses.

Problem

The support team faced several operational challenges:

• Critical requests were often lost among routine customer inquiries.
• Support agents manually categorized and prioritized incoming tickets.
• There was no automated SLA monitoring mechanism.
• Management had no visibility into overdue or escalated tickets.
• Initial response times depended heavily on agent workload and availability.

These issues negatively affected customer experience and increased the risk of unresolved high-priority incidents.

Solution

An AI-powered support automation system was developed to streamline ticket routing, prioritization, and SLA management.

Ticket Classification and Routing

The system automatically receives incoming support requests, classifies them using AI, determines ticket category and priority, assigns ownership, and calculates the appropriate SLA requirements.

SLA Monitoring

The solution continuously monitors active tickets, tracks response deadlines, and detects SLA violations in real time.

Automated Escalation