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AI Triage & Routing

BEAK Desk uses AI to automatically triage incoming tickets — categorizing, prioritizing, and routing them to the right team in under 30 seconds.

How It Works​

1. Ticket Intake​

A ticket arrives via any channel (portal, email, Teams). The AI engine immediately begins analysis.

2. AI Classification​

The AI model analyzes:

  • Ticket content — Subject, description, and attachments
  • Requester context — Role, department, past ticket history
  • Asset context — Devices and software associated with the requester (from BEAK ITAM)
  • Security context — Active vulnerabilities or incidents (from BEAK Security)

3. Category & Priority Assignment​

Based on analysis, the AI assigns:

  • Category — Hardware, Software, Network, Access, Security, etc.
  • Sub-Category — Specific issue type (e.g., "Display Issue", "Password Reset")
  • Priority — Critical / High / Medium / Low based on impact and urgency
  • Severity — Business impact assessment

4. Smart Routing​

The ticket is routed to the best-fit team or individual based on:

  • Category and required expertise
  • Current team workload and availability
  • Historical resolution performance
  • Escalation rules and SLA requirements

Accuracy & Feedback​

  • AI classification accuracy improves over time through operator feedback
  • Agents can override AI decisions, and corrections feed back into the model
  • Confidence scores displayed alongside AI decisions for transparency

Time to Triage​

MethodAverage Time
Manual triage5-15 minutes
AI-powered triage< 30 seconds