AI Triage & SME Routing
Helped employees reach answers and experts faster, with 55.8% of submissions resolved in the measured sample.
My role: Solution Designer & Implementation Lead
Project context: Sales-focused enterprise support organization
Part of a larger platform: Enterprise Support Intake & Routing
What needed to change.
Questions had no guided path, and a prior Ask Renewals version had approximately 7% adoption.
Improve answer routing, support resolution and measurable triage outcomes.
What I designed and led.
- Created a category-driven intake with defined SME ownership.
- Added AI triage and direct-answer paths.
- Tracked solved submissions and AI-direct closures separately.
- Tested 4.0 with more than 5,000 cases and CRM-backed lookups.
What changed.
Version 3.0 solved 158 of 283 submissions (55.8%), including 16 closed directly by AI. A modeled midpoint of ~12 hours per month includes assumptions about AI handling and avoided re-routing.
Impact in context.
Measurement note: Observed request counts; 12 hours/month is a modeled scenario, not verified deflection. 4.0 testing involved 5,000+ cases.
Efficiency estimate: Scenario midpoint: ~85 submissions/month × 28% conservatively assumed AI-assisted resolution × 0.375 hours, plus ~37 routed submissions × 5 minutes of avoided re-routing = ~12 hours/month. Low ~1 hour; high ~24 hours. Actual deflection and time saved are unmeasured.