AI that reads incoming work items (tickets, requests, tasks, emails), understands the content, and routes to the right person based on skills, workload, and urgency. No manual triage. No wrong assignments.
Connected to Zendesk, Jira, HubSpot, Salesforce, and your workflow tools. Escalation built in. Nothing falls through the cracks.
Every incoming ticket, request, or task needs to reach the right person. Right now, that happens one of two ways: a coordinator reads each item and manually assigns it, or basic rules route by category, which only works when items are categorised correctly in the first place.
Both approaches break under volume. The coordinator becomes a bottleneck. The rules miss anything that does not fit a neat category. Items get assigned to the wrong person, sit unattended, or bounce between teams until someone claims them.
AI task routing reads the actual content of each item, understands what it is about, matches it to the right person based on skills and current workload, and tracks it until resolution. Escalation is automatic. Load balancing is real time. Nothing sits in a queue wondering where to go.
If you have someone whose job is mostly deciding who should do the work, instead of doing the work, you have a routing problem.
A support ticket goes to the network team when it is actually a software issue. A customer enquiry lands with the wrong account manager. A compliance request gets assigned to a junior who does not have the authority. Wrong assignments waste time on both sides: the person who gets it and the person who should have.
A customer request needs three teams to handle it: sales qualifies, operations scopes, and delivery schedules. Each handoff takes hours because someone has to read the item, decide who is next, and manually reassign it. A task that needs 30 minutes of actual work takes three days to traverse the pipeline.
A team lead or coordinator reads every incoming ticket, email, or request and decides who should handle it. This person is a human router. Skilled, expensive, and doing work that follows patterns an AI could learn in a day.
Some team members are overloaded while others have capacity. Routing is based on habit, not workload. "Give it to Sarah, she knows that area". Even though Sarah already has 40 open items. Manual routing does not consider current capacity.
You built routing rules: "If category = billing, assign to accounts team." But half the items are not categorised correctly. Others do not fit a single category. The rules handle 60% of items and the rest fall through to a manual triage queue.
How many items are waiting? How long have they been waiting? Who is working on what? Without a routing system that tracks assignment and status, the answer is always "I will check and get back to you."
Tell us about your tickets, requests, and tasks. We will scope a routing automation that gets items to the right person faster.
Five routing capabilities we build. Most businesses start with content-based routing and add load balancing and escalation.
The AI reads the task, ticket, email, or request. It understands the content, the type of issue, and the skills needed, then routes to the right person or team. Not based on keywords or drop-down categories. Based on what the item actually says.
"The website checkout page is showing a 500 error when customers try to pay with Afterpay". Routed to the web development team, not general IT support. The AI understands the technical context and routes accordingly.
Handles ambiguous items too. When a request spans multiple teams, the AI routes to the primary owner and notifies the secondary. "I need a new laptop with accounting software" goes to IT with a flag for finance.
Routing that considers current workload, not just category. The AI checks each team member's open items, current commitments, and capacity before assigning. Work gets distributed evenly and items do not pile up on one person.
Combines content analysis with workload data. The item goes to someone who has both the right skills and the available capacity. If the ideal person is overloaded, it goes to the next best match.
Dashboard shows real-time workload by person and team. Managers can see distribution at a glance and override if needed. The system learns from overrides to improve future routing.
The AI assesses urgency from the content, not just a priority field someone manually set. A customer mentioning "contract renewal is next week" gets flagged as time-sensitive. A request mentioning "production is down" gets routed as critical immediately.
Priority detection combines explicit signals ("urgent", "ASAP") with contextual signals (contract values, customer tier, business impact language). The AI distinguishes real urgency from casual language.
High-priority items trigger immediate notifications. SLA timers start automatically. Escalation rules fire if the item is not picked up within the threshold. Your team never misses a genuinely urgent request again.
Work items that need to pass through multiple stages: triage, assessment, action, review, close. The AI manages the full pipeline, routing to the correct person at each stage and tracking the item end-to-end.
When one stage completes, the AI reads the output, determines the next step, and routes automatically. No manual handoffs. No "I finished my part, can someone reassign it?" The workflow flows.
Works for any multi-stage process: service requests, project tasks, compliance reviews, onboarding steps, IT change management, and procurement approvals. Each stage can route to different teams or individuals.
Items that are not actioned within your SLA automatically escalate. The AI re-routes to an available team member, notifies the manager, or bumps the priority. No items fall through the cracks because someone was on leave or overloaded.
Out-of-office detection. If the assigned person is unavailable, the AI immediately routes to a backup. No waiting until someone notices the item has been sitting unattended.
Pattern detection for recurring escalations. If the same type of item regularly requires escalation, the AI flags it as a routing rule that needs updating. Continuous improvement built into the system.
We automated GP-to-specialist referral routing with priority triage, status tracking and real-time notifications. Zero referrals lost since launch.
Read the full case studyNot basic assignment rules. AI that reads content, considers workload, and learns from every routing decision.
The AI reads the actual content of each item. Not just category fields or keywords. It understands what the task is about and who can handle it.
Routes based on team member skills, expertise, current workload, and availability. The right person with the right capacity gets the item.
Unactioned items escalate automatically based on your SLA rules. Re-routed to available team members. Managers notified. Nothing sits idle.
Dashboard showing every item: status, assigned person, age, priority, and SLA countdown. Filter by team, type, or time. No more "where is my request?"
When a team lead manually re-routes an item, the AI learns from the correction. Routing accuracy improves over time based on real decisions.
Every routing decision logged: what was routed, to whom, why, and how long it took. Complete traceability for compliance and performance review.
The biggest delay in most workflows is not the work itself. It is the routing. An item sits in a queue, gets triaged, gets assigned, gets reassigned because it went to the wrong person, then finally reaches someone who can handle it. Days pass before work starts.
AI routing skips the triage step. The item arrives, the AI reads it, and it goes to the right person within seconds. No queue. No manual sorting. No reassignment. Work starts immediately.
For one IT team handling 300 tickets a month, average time-to-assignment dropped from 4 hours to under 5 minutes. Resolution time followed. Down 35% because items reached the right person without bouncing around.
Manual routing creates favourites. "Give it to James, he is good at those." Meanwhile James has 50 open items and three other team members have 15 each. The work gets done, but James burns out and the team is underutilised.
AI load-aware routing distributes work based on current capacity. Each team member gets an appropriate share based on their skills and current workload. When someone completes an item, they get the next appropriate one.
Managers see workload distribution in real time. No guessing who is overloaded. No end-of-week discovery that half the team had nothing to do while the other half was drowning.
With manual routing, items get lost. An email forwarded to the wrong person sits unread. A ticket assigned to someone on leave waits indefinitely. A request that does not fit a neat category gets ignored.
AI routing tracks every item from creation to completion. Nothing exists without an owner. If an item is not acted on within your SLA, it automatically escalates. If the assigned person is unavailable, it re-routes immediately.
For a facilities management company, the number of "lost" maintenance requests dropped from 12 per month to zero after implementing AI routing. Every request tracked, every request assigned, every request resolved.
Many teams have a coordinator, team lead, or admin whose primary job is reading incoming items and deciding who gets them. That person is a human routing engine. Skilled, expensive, and doing work a system should handle.
AI routing replaces the manual triage function. The coordinator is freed to do higher-value work: quality review, staff coaching, process improvement, escalation handling. Things that actually need a human.
This is not about removing a role. It is about removing the most tedious part of a role. Coordinators who used to spend 60% of their day triaging now spend 90% on work that needs their expertise.
Any team that receives work items and assigns them to people benefits. These are the most common starting points.
Support tickets routed by issue type, complexity, and team capacity. Network issues to network. Software to development. Access requests to security. Simple items auto-resolved.
Customer enquiries, complaints, and requests routed to the right department. Billing to accounts. Technical to support. Sales enquiries to the relevant account manager.
Maintenance requests classified by type, urgency, and location. Routed to the correct trade or contractor. Emergency items escalated immediately.
Contracts, regulatory submissions, and compliance requests routed to the appropriate reviewer based on content, jurisdiction, and risk level.
Tasks routed across project stages: design, development, testing, review, deployment. The AI manages handoffs so each stage starts as soon as the previous one finishes.
Employee requests (leave, IT access, relocation, training, benefits) routed to the correct team or approver based on request type and policy requirements.
A structured approach with shadow mode testing before we go live.
AI routing works alongside your existing systems. No platform change.
Tickets routed, prioritised, and assigned automatically. Integrates with your existing helpdesk workflow and SLA tracking.
Customer requests and sales enquiries routed to the right account manager or team based on content, customer tier, and capacity.
Tasks routed across project stages. Handoffs automated. Status tracked. Bottlenecks visible.
Incoming emails triaged and routed to the right team. Combines with email classification for end-to-end email-to-assignment.
Maintenance requests and job tickets routed to the right technician or trade based on skill, location, and availability.
Connect to any system with an API. Custom workflow tools, industry-specific platforms, legacy ticketing systems.
We had a two-person triage team reading every support ticket and manually assigning it. The AI now routes 85% of tickets automatically, to the right person, based on issue type and current workload. Our triage team now handles escalations and quality review. Time-to-first-response dropped by 60%.
We write the code, design the interface, deploy the systems, and support them long-term. No subcontracting, no offshore handoffs.
You get a clear price before we start. No hourly billing that spirals, no surprise invoices at the end of the month.
We understand BAS, super, award rates, Australian privacy law, and the tools local businesses actually use: Xero, MYOB, ServiceM8, Tradify.
You talk to the people building your software. No account managers, no project managers relaying messages, no ticket queues.
You own everything: the code, the data, the hosting. No lock-in. No proprietary platforms you cannot leave.
Assignment rules in helpdesk tools route by category, priority, and round-robin. They rely on items being correctly categorised first. AI task routing reads the actual content of the item, understands what it is about, considers team workload, and routes based on meaning, not just metadata fields. It handles the items that your assignment rules miss.
Yes. We can deploy the AI as a layer on top of your current system. Items that your existing rules handle well continue to use those rules. Items that fall through to manual triage get handled by the AI. Over time, you can shift more items to AI routing as confidence builds.
After the initial training period, typically 85-92% routing accuracy. That means the item reaches the right person on the first assignment. Accuracy improves over time as the AI learns from overrides and team feedback. For comparison, most manual triage achieves 75-85% first-time accuracy.
Items below the confidence threshold are routed to a triage queue for human decision. The AI provides its best guess and reasoning, but the human makes the final call. These decisions are fed back to improve future routing. You control the confidence threshold.
We provide a fixed-price quote after scoping. A focused task routing solution for a single team or workflow sits at the lower end of project size. A comprehensive solution covering multiple teams, multi-step workflows and load balancing is larger. Ongoing AI processing costs are scoped during the build.
A focused single-team routing solution takes 3 to 5 weeks including shadow mode testing. Multi-team solutions with complex routing logic take 5 to 8 weeks. Shadow mode runs for at least one week before we go fully live.
Yes. The AI checks availability before routing. If a team member is on leave, sick, or at capacity, items route to the next available person with the right skills. Connected to your HR or calendar system for real-time availability.
Yes. Ongoing monitoring, routing accuracy reviews, and rule refinement. We analyse override patterns to improve routing, adjust workload thresholds, and add new routing rules as your team structure evolves. Monthly reports on routing accuracy, SLA performance, and workload distribution.
Tell us about your incoming work items, team structure, and current routing pain points. We will scope a solution that gets work to the right person faster.
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What work items do you route manually? How many per day? Which teams are involved? We will come back with a practical routing automation plan.
Prefer a quick chat? Call 0425 531 127. We answer the phone in Perth.
