The problem
Tickets were sorted by keyword rules that had been patched for years. A third went to the wrong team, and every mistake cost a full handoff before anyone started helping — which was the single biggest reason customers rated support poorly.
What was built
We replaced the rules with a classifier trained on how tickets were actually resolved, and retired the old rule engine rather than adding one more rule to it.
What changed
Correct routing went from 65% to 92%, first replies got faster, and satisfaction rose as a direct consequence. Agents stopped sorting tickets and started resolving them.