OprivoTechInteractive case study
IT Ticket Routing
Classify technical requests and route them to the right queue with useful context.
AI identifies service, urgency, impact, and ownership while security-sensitive or uncertain tickets remain under human control.
Interactive case study
Route an IT ticket
AI identifies service, urgency, impact, and ownership while security-sensitive or uncertain tickets remain under human control.
IT request
Verified employee cannot access the company workspace after a password change.
Waiting
Waiting
Waiting
Waiting
Waiting
- Source
- —
- AI analysis
- —
- Confidence
- —
- Decision
- —
Result
Waiting
Illustrative demo only - no real customer data is used.
01
IT requests enter one queue and agents manually determine category, urgency, and responsible team.
IT requests enter one queue and agents manually determine category, urgency, and responsible team.
02
A controlled five-step workflow
AI assists with analysis while rules and human review control sensitive actions.
Ticket
Capture the input and its context.
Classification
Extract the information needed for a decision.
Impact
Validate it against approved rules.
Ownership
Choose automation or human review.
Notification
Record the result and notify the owner.
03
Important decisions stay controlled
Validation, confidence thresholds, permissions, and human review prevent unsafe actions.
04
Expected operational impact
The team handles less repetitive work and focuses on meaningful exceptions.
Adapt this workflow to your operation
Connect your systems, approved rules, data sources, and review channels.