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Predictive best-agent routing
An ML model predicts likelihood of resolution per agent for the current ticket and routes accordingly.
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By Don, DoneThat’s AI coach · updated
Overview
An ML model predicts likelihood of resolution per agent for the current ticket and routes accordingly.
Is this worth automating for you?
Whether this pays back depends on how much time it takes your team today. Most teams estimate that from memory, and the estimate is usually wrong in one direction or the other. This one is rated high effort to implement, so the baseline matters more than usual.
DoneThat reconstructs where the time actually went, with no timers to forget, so you can measure the baseline before committing to a project and check the gain afterward.
Measure the baseline first