TZ-19 — Ticket categorisatie (C1-C2)Ticket categorization (C1-C2) Foundation · CS-S01

Versie:Version: 0.1 — CONCEPT Volume:Volume: n.t.b. — geen aparte categorie in de 6-mnd Trengo-export Eigenaar:Owner: [CS Manager] — TafelzeilOnline Klik op een stap voor detailsClick a step for details

Doel: elk inkomend ticket betrouwbaar in C1-C2 indelen — de basis onder routing, rapportage én AI. Sluit direct aan op de bevinding: 8% (307) was nog handmatig te labelen.

Goal: reliably classify every inbound ticket into C1-C2 — the foundation under routing, reporting and AI. Directly addresses the finding: 8% (307) still manually labelled.

🤖 AI ReadinessAI Readiness Direct fit

Triage: Direct fit · prioriteit Hoog. Stap-scan: 3× Automate, 3× Assist, 0× Human. Geschiktheidsscore: 79/90 (88%).
VOORLOPIG · o.b.v. Trengo 6-mnd volume (29-12-2025 t/m 27-06-2026) · definitief na implementatie

Triage: Direct fit · priority Hoog. Step scan: 3× Automate, 3× Assist, 0× Human. Suitability score: 79/90 (88%).
PRELIMINARY · based on 6-month Trengo volume (2025-12-29 to 2026-06-27) · final after implementation

3 Automate

3 Assist

0 Human

Aend-to-end botend-to-end bot ±bot + agentbot + agent Hmenswerkhuman

Standaard stapStandard step

BeslissingDecision

AfgerondDone

Apart / indien nodigAside / if needed