AI Classification

AI classification automatically assigns or suggests the right help topic for new tickets as they come in. Instead of relying on end users to pick the correct category — or agents to manually reassign — the AI analyzes the ticket content and matches it to the most appropriate help topic.

What Does Classification Do?

When a new ticket is created, Flexivity AI reviews the ticket subject and message to determine which help topic it belongs to. Depending on your configuration, it either:

Auto-assigns the help topic when the AI is highly confident in its match.
Suggests ranked help topics for an agent to review and apply with one click.

This reduces misrouted tickets, speeds up triage, and ensures tickets reach the right team faster.

Where Does It Appear?

Classification appears in the Flexivity AI panel on the ticket detail page, below the recommendations section. When you open a ticket, you will see one of the following:

An auto-assigned help topic — the AI was confident enough to set the help topic automatically. You will see the assigned topic displayed with its confidence level.
A list of suggested help topics — the AI found several possible matches and is presenting them ranked by confidence. Each suggestion includes an Apply button that sets the help topic with one click.
No classification — the ticket did not match any help topics with sufficient confidence. This is normal for unusual or highly unique issues.

Tip: If the AI auto-assigned a help topic and it looks wrong, you can always change it manually. The classification is a starting point, not a final decision.

How Does It Work?

Classification uses a two-step process:

Similarity search — The AI compares the new ticket’s content against your team’s historical tickets to find the most similar ones and their help topics. This is based on the meaning of the content, not just keyword matching.
Tiebreak (when needed) — If the similarity search produces multiple strong candidates, the AI uses an additional analysis step to determine which help topic is the best fit.

The result is a ranked list of help topics with confidence scores.

Two Modes: Auto-Assign and Suggest

Your administrator configures how classification behaves based on a confidence threshold:

Auto-assign mode — When the AI’s confidence in the top match exceeds the threshold, it automatically sets the help topic on the ticket. No agent action is required.
Suggest mode — When confidence falls below the threshold (or when suggest-only mode is enabled), the AI presents ranked suggestions. You review the options and click Apply on the one that fits.

In both modes, the agent always has the ability to override the classification and set a different help topic manually.

Note: The confidence threshold is configured by your administrator in the Flexivity AI admin console. If you feel auto-assignments are too aggressive or too conservative, let your administrator know.

Accuracy Tracking

Flexivity AI tracks classification accuracy over time. When a ticket is closed, the system compares the final help topic on the ticket with the help topic the AI originally classified. This comparison feeds into accuracy metrics that your administrator can review in the analytics dashboard.

This means:

If the AI got it right, that success is recorded.
If an agent changed the help topic before closing, the system learns from that correction.

Over time, these metrics help administrators understand how well classification is performing and whether the confidence threshold needs adjustment.

Tips for Getting the Most Out of Classification

Classification improves over time. As your team resolves more tickets, the AI has more data to learn from. Early on, you may see more suggestions than auto-assignments. This is expected.
Correct misclassifications before closing tickets. If the AI assigned the wrong help topic, change it to the correct one before closing. This correction is captured in accuracy tracking and helps the system improve.
Classification only runs on new tickets. Existing tickets that were created before classification was enabled are not retroactively classified. The feature applies to incoming tickets going forward.

Troubleshooting

I do not see any classification on a ticket. Classification only runs on new tickets. If the ticket was created before the feature was enabled, no classification will appear. Additionally, if the AI could not find any matches with sufficient confidence, the classification section may not appear.

The auto-assigned help topic is wrong. Change the help topic manually to the correct one. This correction is tracked and helps improve future classifications. If incorrect auto-assignments happen frequently, let your administrator know — the confidence threshold may need to be raised.

I only see suggestions, never auto-assignments. Your administrator may have set a high confidence threshold or configured the system to always show suggestions rather than auto-assign. This is a deliberate choice to keep agents in control of routing decisions.