Every support ticket triaged in minutes, not hours or days
I built and run an AI triage agent in production for a national healthcare payments company. Tickets arrive from Zoho, Zendesk and Jira. Every one is read in the first minutes of its life.
Before: a ticket waits in the queue. Hours or days later an engineer picks it up, finds what is missing, and sends it back. A full round trip, lost.
After: within minutes of filing, a triage record is written beside the ticket. The requester is told exactly which fields are missing, in the request type's own words. The engineer who picks it up finds the briefing already written: linked records, live evidence, precedents.
Five stages, in order, every time: Classification, Validation, Preparation, Recommendation, Action. The LLM proposes at each stage. Deterministic code decides what happens next. No LLM stage holds a write tool.
What it measured in production:
- 7,600 tickets a year, about 20 a day, each one triaged within minutes
- Zero false send-backs
What it took:
- Gates in code between every proposal and every action
- A year of real tickets replayed through the production image before any change shipped
- A trace on every decision, so a wrong call is found the same day
The stack: LangGraph agents with an LLM supervisor; Claude on Amazon Bedrock for the proposals and an open-weight SLM for ground truth; a vector database for precedents; MLflow tracing; EKS.
To learn more, book 30 minutes: calendly.com/johndesp-amalfi