Classification can route incoming requests to a team. Your organization still needs a way to handle ambiguous and incorrectly routed items.
Define the categories
Use labels with clear ownership and examples. Similar categories should have distinguishing criteria. Include requests outside the current set.
Evaluate the handoff
Test unusual wording and missing details. The receiving team must be able to correct a label without losing the original request.
Measure accepted routing
Review wrong destinations and time spent correcting them. Compare against your current method using similar cases. Ask for an exception queue and category-change procedure. A high aggregate score can hide systematic misrouting of an important request type, so acceptance should examine individual categories.
Related reading : AI document search: test missing answers before improving the prose. Discuss your project scope with Sky Vaults.