AI & Automation
What I Learned Implementing AI Ticket Triage Before It Was Cool
In February 2022 we deployed an AI triage model that replaced the manual classification work of 6 FTEs, saving $200K…
May 8, 2026
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Training & Enablement
Why We Rebuilt Our Support Training Into 7 Tiers Before Touching AI
Before an AI model could intelligently distribute tickets, we needed to know what intelligent distribution actually meant. That required rebuilding…
May 8, 2026
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