Ticket classification
Airclou Helpdesk uses AI to read every incoming message the moment it arrives — whether it comes in over email or live chat — and to summarise what it finds. This gives your team a head start on triage: before an agent opens a ticket, the AI has already assessed what the message is about and how urgent it looks.
What the AI analyses
For each incoming message, the classifier produces the following signals:
| Signal | What it tells you |
|---|---|
| Spam / automation likelihood | How likely the message is spam, promotional, or an automated reply (such as an out-of-office bounce) rather than a genuine request |
| Sentiment | The customer’s emotional tone, so frustrated or unhappy messages stand out |
| Intent | The reason the customer is reaching out — the request category the message falls into |
| Language | The language the message is written in |
| Suggested priority | A recommended priority level based on the content |
How your team uses it
The classification appears alongside the ticket so agents can prioritise at a glance. High spam or automation scores let you filter out noise; negative sentiment flags conversations that need care first; the detected intent and language help route each ticket to the right person or team.
Because the AI does the first pass, your agents spend less time reading and sorting, and more time replying.
When the AI gets it wrong
No classifier is perfect. When a value looks wrong, an agent can correct it directly on the ticket, and those corrections feed back to improve accuracy over time.