Intelligent triage at machine speed
Classification that understands context, not just keywords. Routing that adapts to your org chart, not a static ruleset.
Multi-Signal Classification
Text content, metadata, sender history, urgency indicators, document structure — the system reads all available signals to classify accurately, not just keywords.
Real-Time Priority Scoring
Every incoming item receives a priority score based on configurable rules — SLA deadlines, case severity, regulatory requirements, escalation patterns. High-priority items surface instantly.
Dynamic Queue Routing
Route cases, tickets, and requests to the right team, the right specialist, or the right workflow — automatically. Rules engine supports complex routing logic with fallback chains.
Configurable Taxonomies
Define your own classification categories, subcategories, and routing rules. The system adapts to your organizational structure — not the other way around.
Human Override & Escalation
Operators can override any classification, reroute any item, and escalate edge cases — with full audit trail. The AI assists, humans decide.
Classification Performance Metrics
Track accuracy rates, misclassification patterns, routing efficiency, and queue balance in real time. Continuous feedback loops improve the system with every decision.
How It Works
Five-stage pipeline from raw intake to routed action — with human oversight at every decision point.
Receive
Items enter the system — emails, form submissions, uploaded documents, API payloads, tickets from external platforms. Any input channel, one pipeline.
Analyze
The system reads content, extracts key signals, and evaluates against your classification taxonomy. Multiple classification models can run in parallel for complex items.
Classify
Each item receives a category, subcategory, priority score, and confidence level. Low-confidence classifications are flagged for human review before routing.
Route
Classified items flow to the appropriate queue, team, or workflow based on your routing rules. Escalation paths activate automatically when thresholds are met.
Monitor
Dashboards track classification accuracy, routing efficiency, queue depths, and SLA compliance. Misrouted items feed back into the system to improve future decisions.
Where Intelligent Routing Delivers
Government Agencies
- Constituent service request triage — categorize and route by department, urgency, and type
- Permit and license application intake — classify by type, route to appropriate reviewer
- FOIA request processing — categorize, assess complexity, assign to qualified staff
- Compliance filing review — sort submissions by regulatory domain and flag exceptions
Enterprise Operations
- IT helpdesk ticket triage — categorize by issue type, severity, and required expertise
- Customer support email routing — intent detection, sentiment analysis, priority assignment
- Invoice and PO matching — classify documents and route to appropriate AP workflows
- HR case management — route employee requests by category, policy, and escalation rules