AI & Machine Learning • 2025
AI Triage Bot | Service Desk Automation
Innovation & Technology Lead — Asta
Asta
AI Triage Bot is an AI layer for service desks that reads incoming tickets, classifies them, and routes them automatically so humans no longer triage every request by hand.
The Challenge
Service desk teams were manually reading and routing every incoming ticket, slowing down response times and introducing inconsistency in prioritisation and assignment.
The Solution
Built an AI triage engine that analyses ticket content, predicts category, priority, and owning queue, and pushes structured tickets into existing service desk tooling as a drop-in automation layer.
Key Achievements
- Completed a production-grade proof of concept and progressed into rollout planning
- Reduces manual triage load for the service desk by automatically classifying tickets
- Improves consistency of prioritisation and queue assignment across teams
- Forms part of Asta's broader AI and automation initiative pipeline
Technologies Used
AIn8nAutomationService Desk