Ticket Router
Paste a customer support message and get it routed: urgency level (critical/high/normal/low), department (billing/technical/shipping/general), and a suggested first response. Combines keyword rules, sentiment analysis, and an LLM for response generation.
Routing
Urgency + department
Accuracy
89%
PII handling
Redacted before LLM
Escalation
Human-in-the-loop
How it works
System Architecture
Runs three parallel analyses: keyword-based department detection, sentiment-based urgency scoring, and entity extraction for order numbers and account IDs. Results are combined into a routing decision with a confidence score. Low-confidence results (<0.70) are flagged for human review.
Response Generation
Optional LLM suggestion wrapped in department-specific template with required elements: greeting, acknowledgement, next steps, sign-off. Guardrails prevent off-brand responses — no timeline promises, no unsanctioned discounts, no legal advice.
Security
- PII detected and redacted before LLM calls (emails, phones, card numbers)
- Prompt injection defence via XML delimiters
- API key rate limiting: 60 requests/min
- Audit trail logged (input hash, not content)
- Human-in-the-loop for confidence < 0.70
Want something like this built for your business?
I'll look at your problem, figure out the right approach, and ship working software. No slideshows.
Book a free consultation