Service Request Routing

The problem

Requests arrive through every channel at once and land in one shared inbox. Someone reads each one, guesses the right team, retypes the details into the ticketing system and replies to the requester. Requests get misrouted, duplicated or lost between systems, and nobody, including the person who asked, can say where any given request stands.

How we build it

We put a single intake layer across the channels the organization already uses. Requests are captured, classified against the organization’s own categories and routed into the systems of record as structured records rather than forwarded emails. The requester gets a reference and a status they can check. Everything that falls outside a confident classification goes to a queue for human triage instead of being guessed at.

What we measure

Governance controls

• Confidence thresholds: low-confidence items go to humans by default
• Full audit trail on every automated routing decision
• Approval gates before any action with a financial or contractual effect
• Exception queue that a person owns, reviewed on a fixed cadence