Customer request triaging

An effective way to enable clients to respond decisively, effectively and with confidence is handling workflow through triage. The crux of customer request triage is sorting jobs into multiple levels of effort required. Our approach to organize and manage workflow is achieved by:

Data annotation

  • Build an exhaustive list of intents that could include all customer queries and resolutions
  • Group similar queries, requests, and tasks into categories

Model development

  • Develop a mechanism to verify and validate the manual labeling and categorization of user intent
  • Create a baseline model to understand the predictive power within the chat logs


  • Analyze the model outputs to classify and prioritize intents to improve routing effectiveness as well handle the volume surge