Routing 500K tickets a month across 18 languages - before anyone reads them.
This architecture places Sentiqra behind your helpdesk webhook: intent, urgency, emotion, abuse, and security signals on every incoming ticket, mapped to queues and specialist teams before an agent opens the case.
Illustrative reference architecture. The scenario, volumes, and economics below are modeled - not a named customer case study. Validate every number against your own workload.
The scenario
A SaaS company's support org handles roughly half a million tickets a month across 18 languages. Every ticket enters one flat queue. Billing disputes wait behind password resets; abusive messages land in front of agents with no warning; account-security cases get handled as routine support until someone notices.
Before / after architecture
Before
With Sentiqra
Decision ownership stays with you
- Routing rules, SLA priorities, and escalation paths live in your helpdesk - Sentiqra tags, your system routes.
- Agent protection rules are yours: which abuse signals route away from the standard queue, which go to specialized handling.
- Every tag carries a configuration ID - a routing decision from six months ago replays identically today.
Illustrative economics
Both columns are modeled from explicit assumptions. Do not treat these as guaranteed savings - model them against your own workload.
Current approach (modeled)
- Agent-read time on every ticket before routing is possible
- + misrouted-ticket handling cost
- + agent exposure to abusive content (attrition, wellbeing)
With Sentiqra (modeled)
- N tickets/month × 1–2 analyzer runs per ticket
- = N×2 analyzer runs at current Sentiqra pricing
- Agent time starts at the routed queue, not at the read
Model with real ticket volume and agent cost. The win is first-touch routing accuracy and agent protection. See current pricing.
Failure behavior
Enterprise architects care about what happens when analysis is unavailable almost as much as accuracy. Define these states explicitly.
Sentiqra available
Normal flow - every ticket arrives tagged and routed.
Analyzer latency spike
Tickets queue briefly and arrive untagged - the flat-queue behavior you already have is the fallback.
Sentiqra unavailable
Tickets flow to the default queue untagged. No ticket is lost; routing just reverts to manual.
Quota / spend cap reached
Explicit state - overflow tickets go untagged to the default queue rather than silently failing.
Webhook delivery failure
Your helpdesk retries or queues; Sentiqra analyses are idempotent per request ID.
Illustrative operational impact
Abuse detected before exposure
Trust & Safety signals route hostile tickets to specialized handling before an agent reads them.
Security cases leave the support queue
Credential-risk and account-takeover signals route to the identity workflow - not to a generalist agent.
One taxonomy, 18 languages
A billing dispute in Japanese and one in Arabic land in the same queue with the same label.
What to measure in your evaluation
Run both approaches against the same labeled production sample. Compare:
The right migration decision should come from your workload - not a generic savings percentage.
Build the reference architecture
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