LumenTriage
An LLM-backed support triage tool that cut first-response time from hours to minutes.
- Client
- Lumen Health
- Year
- 2026
- Services
- Software Development, AI Solutions
Challenge
Support tickets sat unrouted for hours during peak volume, and urgent medical-adjacent tickets weren't reliably getting flagged first.
Solution
We built a classification pipeline using an LLM with a confidence threshold, auto-routing high-confidence tickets and flagging low-confidence ones for manual review instead of guessing.
6 minutes (from 4 hours)
First-response time
91%
Tickets auto-routed correctly
unchanged
Support team size needed
Technologies
- Node.js
- AWS
- OpenAI & LLM Integration