SentosIQ Module
AutoTicket AI
Ingest tickets from email, chat, phone, and portal — then auto-classify, prioritise, and route them with 95% accuracy.
Key Capabilities
- ✓Multi-channel ingestion (email, chat, phone, portal)
- ✓NLP-powered classification with 95% accuracy
- ✓Smart priority assignment based on business impact
- ✓Automatic routing to the right team in under 10 seconds
Feature details
Multi-Channel Ingestion
Tickets arrive from email, live chat, phone transcriptions, client portal, and API webhooks. AutoTicket normalises every submission into a structured format within seconds.
NLP-Powered Classification
A fine-tuned language model reads every ticket, identifies the service category, affected CI, and urgency — achieving 95% accuracy without manual triage.
Smart Priority Assignment
Business-impact scoring goes beyond simple P1–P4. AutoTicket considers SLA deadlines, affected user count, and historical patterns to assign the right priority.
Automatic Routing
Rules engine + ML-based routing ensures tickets reach the right team in under 10 seconds. Supports skill-based, round-robin, and load-balanced assignment.
Duplicate & Correlation Detection
When 50 users report the same outage, AutoTicket groups them into a single parent incident — reducing noise by up to 80% during major events.
Continuous Learning
Every correction by a technician feeds back into the model. Classification accuracy improves month over month without manual retraining.
See AutoTicket AI in action
Get a live walkthrough customised to your IT environment.