Triage & Classification

What it is

Triage is usually the first human touchpoint in a workflow, and it's almost always a classification problem: read the thing, decide where it goes. That's a pattern AI handles well when the categories are well-defined, freeing the team that used to do first-pass sorting for the judgment calls that actually need them.

How it works

1. 01
   Map the current queues

   What categories exist today, who owns each one, and what a misroute actually costs — a wrong queue is the failure mode to design against.

2. 02
   Set the escalation path

   Anything ambiguous or high-stakes routes to a human by default, not through the automated path, until the model has proven itself on that category.

3. 03
   Wire into your existing tools

   Routes into the ticketing, CRM, or claims system you already run — this isn't a separate inbox to check.

4. 04
   Review misroutes

   A regular pass over what got routed wrong, feeding back into the categories or thresholds — not a one-time tune-and-forget.

Benefits

• First-pass sorting off your team's plate for well-defined categories
• Faster time-to-right-queue, which is usually the biggest lever on response time
• A defined escalation path for anything ambiguous, instead of a forced guess

Frequently asked