Financial Services

Intelligent Ticket Routing with Vector Database

Revolutionized ticket routing by implementing a vector database solution that reduced thousands of templates to an intelligent system with 94% routing accuracy.

Major Dutch Bank
12 weeks

Solution Architecture

1
User describes issue
2
Convert to vector
3
Search vector space
4
Generate follow-ups
5
Route to team
User Query

Waiting for input...

94%
Routing Accuracy
78%
Time Saved
1000s
BSTs Simplified

The Challenge

  • Thousands of Business Service Templates (BSTs) causing confusion
  • Users unable to find correct template for their issues
  • High rate of misrouted tickets
  • Excessive time spent searching for right template

Our Solution

  • Vector database for semantic search across all templates
  • LLM-powered widget for natural language input
  • Intelligent follow-up question generation
  • Automatic ticket creation and routing

Vector Search Implementation

1
2 weeks

Template Analysis

Analyzed and vectorized thousands of BSTs

2
3 weeks

Vector DB Setup

Implemented high-performance vector database

3
4 weeks

LLM Integration

Connected LLM for intelligent question generation

4
3 weeks

ServiceNow Integration

Seamless integration with existing systems

Results & Impact

94%

Routing Accuracy

Near-perfect ticket routing to correct teams

78%

Time Saved

Dramatic reduction in ticket creation time

65%

BST Reduction

Eliminated redundant templates

Key Features

Semantic search capability
Natural language processing
Dynamic follow-up questions
Automatic categorization
Smart routing logic

Technologies Used

Vector Database
LLM
ServiceNow
Pinecone
Python

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