Card-support ticket triage
Which messages can a machine safely handle?
A sort code sends money to the right bank. Sortcode sends each support ticket to the right team, then scores five ways of doing it by what their mistakes would cost: a stolen card answered by an FAQ bot is a different failure from an FAQ landing on an agent's desk.
See it applied: a triage desk for a prepaid travel card, with where to look in the card platform, decline codes and reply starters, built from public information.
Try a message
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How each approach did
3,080 test messages from BANKING77, 40 for each of 77 intents. Each approach was scored once, after it was frozen.
Harm per 1,000 tickets
A missed fraud ticket costs 10, a real problem answered by a bot 3, an FAQ sent to a person 0.5. Lower is better.
Inside the test set
Every real test message, where each approach sent it, and what that cost.