Confidence-gated ticket routing with uncertainty scoring, multi-intent detection, and SLA risk signals. Three-tier routing: Route · Clarify · Escalate. Built to reduce unsafe auto-routing on ambiguous customer tickets.
Type a support ticket and watch the confidence-gated router decide in real-time
Enter a ticket to see whether SupportMind routes, clarifies, or escalates.
Three-stage pipeline with MC Dropout confidence gating
768-dim embedding + sentiment + urgency
3-tier decision gate (20 stochastic passes)
SLA breach prediction (AUC 0.83)
Each pass randomly deactivates different neurons, producing a distribution of predictions instead of a single overconfident output.
| Platform | AI Feature | Handles Ambiguity? | Clarification? | Entropy Output? |
|---|---|---|---|---|
| Zoho Desk | Zia Field Predictions | Binary fail | No | No |
| Freshdesk | Freddy Auto Triage | Majority-class default | No | No |
| Zendesk | Intelligent Triage | General queue fallback | No | Static only |
| Salesforce | Einstein Classification | Fails on unstructured | No | No |
| SupportMind | Confidence-Gated Router | 3-tier gate | 47 templates | Real-time Shannon |
Transparent benchmarks: in-distribution synthetic data + out-of-distribution hand-crafted tickets
Real-time telemetry from the SupportMind Engine
RESTful API with FastAPI - complete documentation at /docs
/route
Main routing endpoint - returns 3-tier confidence-gated decision
/clarify
Get best clarification question for uncertain ticket
/sla/predict
Predict SLA breach risk at ticket creation
/churn/signal
Extract churn signal from thread history
/metrics
Live system health and routing statistics
/health
Health check for deployment pipelines