The decision
One choice question per ticket: which queue gets it (billing, technical, account, sales, other). The model returns a probability for every queue, so you route automatically above a threshold and send the rest to a human triage queue.
How to build it
- Pull a model:
systemone pull convai-innovations/laya. - Write the question once: the queues as options, each with a one-line description.
- Put a small HTTP service in front of your helpdesk's webhook. For each new ticket, send the subject and body as the state, and read back the top queue and its probability.
- Route when the probability is above 0.85; otherwise tag the ticket
needs-triage. - Log every decision. After a week, compare with where agents actually moved tickets, and adjust the threshold.
Make it better
Add a second noul question, "the customer is angry or at risk of leaving", to raise priority. Once you have a few hundred corrected tickets, fine-tune Laya on them in System One Studio (systemone run studio).