Case Study: Futurice achieves smarter, faster ticket triage with Aito.ai

Implement AI-driven ticket triage in the service centre  without breaking the bank

Futurice, a growing digital consultancy, needed a way to handle rising IT service desk ticket volumes without relying on fully manual triage. They looked for a cost-effective way to automate categorisation, urgency assessment, and routing while improving response times and reducing repetitive work for support staff.

Using Aito.ai, Futurice uploaded historic FreshDesk tickets and continuously enriched the dataset with new tickets to keep predictions current. Aito.ai was used to predict ticket category, sub-category, urgency, similar past responses, and likely responders, helping agents triage faster and work more efficiently. The case study highlights faster handling and better scalability, though it does not provide specific quantified outcomes.

Futurice

Tuomas Syrjänen

Co-founder