Tagged routing
3 articles
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AILLMrouting
Intent Routing with Small LLMs: Fast, Cheap and Right
How to route chat messages to the right action or tool with a small, fast language model — a flat strict schema, deterministic argument extraction, rules before the model, a short timeout, and a 51-case evaluation — using measurements from a production assistant.
Sep 24, 2026 6 min read
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help deskcategoriesITSM
Help Desk Ticket Categories: Examples and How to Design Them
A practical guide to help desk ticket categories — how many to have, example category lists for IT, HR, finance and facilities, what each category should carry (team, type, target), and how to fix a category list that isn't working.
Sep 24, 2026 6 min read
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routinghelp deskAI
Support Ticket Routing: Getting Requests to the Right Team
Every misrouted ticket waits twice. How to route requests to the right team — requester choice, rules, AI suggestions — how to measure routing quality, and what to do when it fails.
Aug 4, 2026 7 min read
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