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2 min read · updated

Support routing

Send each support ticket to the right queue, act on the routes decisio can stand behind, and send only the rest to a person.

This script asks for the queue and acts only on a certified answer:

import json
import urllib.request


QUESTION = {
    "type": "choice",
    "instructions": "Which support queue should handle this ticket?",
    "criteria": {
        "billing": "Invoices, charges, refunds",
        "access": "Login, passwords, permissions",
        "bug": "The product behaves wrongly",
        "shipping": "Orders and deliveries",
        "other": "Anything else"
    }
}




def route(text):
    request = urllib.request.Request(
        "http://127.0.0.1:8000/v1/systemone",
        data=json.dumps({"state": text, "questions": {"queue": QUESTION}}).encode(),
        headers={"Content-Type": "application/json"},
    )
    with urllib.request.urlopen(request) as response:
        answer = json.load(response)["answers"]["queue"]
    # A certified answer acts on its own; anything else goes to a person.
    if answer.get("certified"):
        return f"send to {answer['choice']}"
    return f"to a person, {answer['choice']} suggested"




print(route("My card was charged twice this month. Please refund one of the charges."))

Run against the CPU stand-in at v0.18.1 on 2026-10-19. It printed:

to a person, billing suggested

Until the task is certified (step 2), every answer goes to a person, as on the stand-in.

Good fit

  • A fixed list of queues your team already routes to.
  • Past tickets with the queue a person chose, to teach and certify from.
  • A person or a queue for what is left over.

Not a good fit

  • Queues that change every week: each change makes a new task to teach.
  • No labelled tickets to teach and certify from.

1. Write the question

Section titled “1. Write the question”

One choice question, with a description for each queue and an other queue, so a ticket that fits none of them is not forced into one.

2. Teach it and certify it

Section titled “2. Teach it and certify it”

Teach the question from past tickets and ask for a certificate at your error target, here 5%.

Send at least 118 labelled tickets. The server holds back half to certify, and a 5% certificate needs 59 of those. More examples certify a larger share.

POST /v1/tasks
{"id": "support-routing",
 "examples": [{"request": {"state": "<a past item of yours>", "questions": {"queue": <the question above>}},
               "answer": "billing"},
              ...],
 "certify": {"alpha": 0.05}}

A shape to fill in, not a command to run.

Certify answers runs this call on a server, with its answer.

3. Route on the certificate

Section titled “3. Route on the certificate”
  • A certified answer goes to its queue on its own.
  • Everything else goes to a person, with decisio’s suggestion beside it.
  • When traffic moves away from the tickets you certified on, certification is suspended, so the shift goes to people instead of into the wrong queues (Watch for drift).

What it did

Section titled “What it did”
  • 43.3% of a support inbox's messages answered on their own at a 5% error target, 3.2% of them wrong: BANKING77's 77 intents, Gemma 4 31B taught with 10 examples per intent, 3,080 test messages.
  • 97.0% of 400 held-out tickets routed right over 20 queues by Gemma 4 31B with the plain question, and 97.2% after teaching it from 200 labelled tickets: decisio's triage demo.

The inbox: measured on decisio 0.14.0, one RTX PRO 6000 Blackwell, 2026-10-16.

The triage demo: measured on decisio v0.6.0, one RTX PRO 6000, 2026-10-05.

What next

Section titled “What next”