Your business is complex, but as a support organization, you should never have to use humans to triage any support requisition. With advancement in artificial intelligence (natural language processing) classifying and routing tickets is best left to the machine or done automatically with a high level of accuracy.
With Automated Triage in place, time-intensive, manual routing practices that deliver sub-optimal results are replaced by automated, predictive, and intelligent routing rules created from patterns in past customer interactions. Automated triage gives you the ability to instantly classify across a wide range of fields and systems; your organization can segment by severity so that the most critical issues get top priority and/or by VIP status so that the most valuable customers get helped first. Automated Triage also enables you to segment by language, sentiment (tickets routed by customer inflection), and product/operational line.