MII AI Ticketing System
AI-assisted ticket management that triages and resolves faster.
At a glance
- AutoTriage and team routing
- DraftAI-assisted response drafts
- AuditDecision trail per case
Overview
A modern ticketing platform where AI classifies, prioritizes, and drafts responses to incoming requests.
It identifies the issue type, routes work to the right team, surfaces similar past cases, recommends next actions, and shortens resolution time while keeping a clear audit trail for every decision.
Case study
- 01
The challenge
Support queues overflow with unsorted requests, tickets land on the wrong team, and agents spend time searching for similar cases. Response quality becomes inconsistent when priority, ownership, and next actions are decided manually.
- 02
Our approach
The platform reads each incoming ticket, classifies category and urgency, drafts a response, routes the case to the right team, and brings up similar historical cases so agents can resolve issues faster and more consistently.
- 03
The outcome
Tickets are triaged, prioritized, routed, enriched with similar case references, and paired with suggested replies plus an audit trail for every action taken.
- 04
Impact
Shorter resolution times, less manual sorting, better first assignment accuracy, and more consistent service quality across support teams.
Technologies
06- Azure OpenAI
- Next.js
- Azure AI Search
- Ticket Routing
- Case Similarity
- Audit Trail
Related work
MII Cowork
An AI workspace that unifies knowledge and assistants for teams.
- Azure OpenAI
- Azure AI Search
- Microsoft Foundry
- RAG
LiveMII LEXA
An agentic legal and knowledge assistant for regulated teams.
- Microsoft Foundry
- Azure OpenAI
- Azure AI Search
- Agentic AI
LiveMII AI E-Recruitment
AI-assisted recruitment and CV screening at scale.
- Azure OpenAI
- Azure Document Intelligence
- Azure AI Search
- Azure Function