Artificial intelligence tickets: Everything to know about AI ticketing in 2025

What is AI ticketing?

AI ticketing is the application of artificial intelligence to streamline and automate customer service to automate and optimize the management of customer support tickets. Instead of human agents manually categorizing, routing, and responding to each ticket, AI ticketing systems use advanced tech, such as Machine Learning (ML), to automate various parts of the AI ticketing process. Integrating AI into ticketing systems leads to faster response times and improved accuracy, inevitably boosting customer satisfaction.

While a traditional ticketing system relies heavily on human support agents to manage tickets, AI ticketing can handle several tasks with AI chatbots, and reduce the reliance on human intervention:

• Automatically categorizing tickets based on the content of inquiries

• Prioritizing tickets based on urgency

• Generating automated responses for common issues

By automating these previously manual tasks, AI-powered ticketing offers various benefits, helping significantly reduce the workload on human customer service teams and freeing up staff to focus on more complex or high-priority issues.

AI ticketing is critical for any company committed to offering ongoing support to their customers. From ecommerce returns to healthcare scheduling, global customer service operations, and property management for real estate, effective ticketing for customer inquiries can mean the difference between happy and disgruntled customers. However, routing and responding to tickets effectively is arduous when most of the process is handled manually.

With the growing capabilities of Artificial Intelligence (AI), artificial intelligence tickets have emerged as a way to improve the speed and accuracy of customer service systems, as well as informational technology service management (ITSM) and human resources (HR) ticketing systems.

In this article, we will discuss AI ticketing for customer service and compare it to traditional customer service ticketing. We’ll also talk about the capabilities of AI ticketing systems and various industry use cases.

Why is an AI ticketing system important?

60% of today’s consumers say that it’s very important to receive a customer service response of 10 minutes or less when they need assistance. This level of responsiveness is hard to achieve for businesses with a large customer base, and even more difficult to deliver consistently.

Furthermore, the level of manual labor that traditional ticketing systems require makes it challenging for customer service teams to satisfy the growing demand for quick resolutions. With 75% of consumers ranking fast response time as the most important aspect of the customer experience, companies that can’t consistently deliver on these expectations risk decreased customer satisfaction — and ultimately, higher customer attrition and decreased ARR. Indeed, companies that use AI in customer service have seen up to a 20% boost in customer satisfaction.

An AI ticketing system can help meet modern consumer demands. By automating the initial stages of ticket resolution, including categorizing and sorting inquiries and providing immediate responses for common issues, artificial intelligence tickets dramatically improve the efficiency of customer support teams. Since AI systems operate 24/7, businesses can provide consistent, always-available AI customer service, which is particularly valuable for global companies with customer bases across regions and time zones.

While AI ticketing has applications across a range of industries, including ITSM and HR, it offers notable value in the sphere of customer service. With AI ticketing systems, human customer service teams can manage higher volumes of inquiries and maintain, or even improve, the quality and speed of responses.

3 challenges of traditional ticketing systems

Traditional ticketing systems present several challenges that can lead to a poor customer experience:

1. High manual workload: Customer service agents need to manually sort and route each ticket, which can lead to delays and errors. This can be particularly problematic during peak hours or high-volume seasons like the holidays — leading to a backlog in tickets and causing customers to become frustrated.

2. Limited scalability: Manual ticketing may work for smaller companies to a certain extent, but as customer inquiries grow, it’s tough for traditional systems to keep up. This can cause more errors and inconsistent customer experiences.

3. Poor ticket data visibility: Traditional systems also lack the ability to analyze trends in customer issues or agent performance effectively, making it harder for businesses to identify recurring issues or inefficiencies.

The solution: AI ticketing

4 benefits of using an AI ticketing system

Four of the benefits of incorporating AI ticketing into your customer service strategy include:

• Speedier response times and issue resolution: Tickets are instantly categorized and routed to the appropriate department. Moreover, since an AI chatbot provides immediate responses to common customer inquiries, this cuts down on wait times. For example, IBM found that customers using Watson Assistant have reduced their response time by 70%.

• Reduced manual workload for human agents: AI ticketing systems automate a large portion of the repetitive, time-consuming tasks that human agents used to handle, allowing support teams to focus on more complex, high-value tasks. The combination of AI automation and targeted human agent intervention leads to higher productivity and job satisfaction for support agents.

• Consistent, personalized customer experiences: Consistency is a huge benefit of AI ticketing since companies can train the system to follow specific brand and communication guidelines. In addition, the AI tool analyzes customer data and past interactions to personalize responses to each customer’s unique situation.

• Improved ticket data analytics and reporting: Businesses can access rich data insights that help inform customer service improvements over time. This makes it easier for customer service teams to identify patterns and adjust their strategies accordingly.

How AI ticketing systems work

Here’s a more detailed breakdown of how AI ticketing systems work:

• Intelligent ticket routing and categorization: AI algorithms automatically analyze ticket content to assign categories, prioritize urgency, and route tickets to the most suitable agents or departments, ensuring faster and more accurate handling.

• Natural Language Processing (NLP) for enhanced understanding: NLP enables AI to understand the intent and sentiment in ticket messages, which helps prioritize tickets based on customer emotions or urgency, improving the overall response approach.

• Automated responses for common issues: AI-powered chatbots or virtual assistants provide instant responses to frequently asked questions. AI chatbots also handle simple issues like password resets, order status, or shipping updates and can guide customers through troubleshooting steps. This reduces the workload on agents since the AI system handles repetitive or straightforward inquiries.

• Predictive analytics for trend and escalation insights: AI systems analyze historical data to forecast common issues and identify patterns, helping support teams proactively manage resources, anticipate ticket volumes, and prepare for potential escalations.

• Continuous learning and improvement: With machine learning, AI ticketing systems constantly improve their accuracy in routing, categorization, and response recommendations by learning from new data and feedback, thereby enhancing efficiency and customer satisfaction over time.

Customer service AI ticketing systems combine several core technologies to help speed up the process of responding to customer queries. Here is more information about the tech behind managing the automation of artificial intelligence tickets:

• Natural Language Processing (NLP): NLP analyzes the text in customers’ messages and tickets, enabling the AI system to interpret and comprehend inquiries in real-time based on cues, including keywords and customer sentiment. The abilities of NLP allow the AI ticketing system to comprehend a wide range of customer issues, even when they’re phrased in different ways.

• Machine Learning (ML) algorithms: By analyzing historical ticketing data, machine learning enables AI ticketing systems to learn from past interactions to increase accuracy in categorizing and routing tickets continuously. As the system handles more tickets, it gets even better at predicting which agent or department should handle specific inquiries, minimizing errors and delays.

• Integration with other customer service tools: Many AI ticketing systems integrate with other customer service tools like a CRM or live chat platforms, allowing for a more unified workflow. Whether you need to quickly hand off an AI chat to a live agent or document a customer interaction in your CRM, these integrations save additional time while ensuring data accuracy. For example, Sendbird’s Salesforce connector integrates AI chatbots directly into the platform, moving fluidly between chatbots and live agents and enabling a smoother customer experience.

For industries in which efficiency and fast response times are critical, like ecommerce and healthcare, AI ticketing is a valuable tool for delivering exceptional customer service.

Challenges of AI ticketing (+solutions):

Like any technology, AI ticketing comes with certain challenges that businesses need to plan for ahead of implementation:

• Integration with existing workflows: It’s critical for AI ticketing systems to integrate smoothly with your company’s existing ticketing workflows. Make sure to:

1. Assess your current ticketing processes and pinpoint areas where AI can add value.

2. Select AI tools that align with your specific use cases. For example, NLP can understand natural language to help the system categorize and prioritize tickets, while AI chatbots can automate common automation inquiries.

3. Train your AI models on first-party data and prior ticket data to help the system understand the unique context and details around your customers’ inquiries.

4. Run tests in a controlled environment before fully deploying the new system to avoid any operational disruptions.

• Managing customer expectations: It’s critical to be as transparent as possible and help customers understand exactly what to expect from AI-powered support. Some customers may be wary of interacting with AI because of expectations around its lack of human empathy or problem-solving skills. You can manage this by:

1. Developing clear guidelines for when and how your company will use AI in customer support.

2. Communicating these guidelines to customers across multiple channels prior to rolling out the new AI system.

3. Putting clear communication strategies in place to update customers whenever your AI technology, processes, or policies change.

4. Incorporating on-page notifications to inform customers when they’re interacting with AI.

• Maintaining a human touch: An effective customer service program combines AI efficiency with human intervention to ensure customers feel seen, heard, and understood. It’s important not to lose the human touch after introducing AI ticketing systems. Focus on:

1. Setting up the system for seamless handoffs between AI and human agents based on specific cues like issue complexity or high customer frustration levels (based on customer sentiment analysis).

2. Training AI models to align with your brand’s tone of voice to help AI interactions feel more personal and in line with your company’s customer service ethos.

Use cases for AI ticketing systems

Artificial intelligence tickets and ticketing systems are particularly valuable for companies in sectors where efficient, high-quality customer service is essential to the customer experience. Five industries that are effectively incorporating AI ticketing systems into their service operations include:

1. Ecommerce

Today, shoppers expect rapid answers to questions about products, order status, shipping, and returns. With AI ticketing systems, ecommerce retailers can:

• Automate responses to common queries, helping reduce wait times and improving the customer experience.

• Use machine learning to categorize tickets for faster routing and resolution.

By helping customers get the answers they need quickly, AI ticketing enables ecommerce companies to maintain high service quality even during high-traffic periods like Black Friday or Cyber Monday.

2. Retail

Similar to ecommerce, AI ticketing for retail brands automates repetitive tasks like order tracking and inventory inquiries, enabling support teams to handle more complex queries like product customization requests or in-store pickup issues.

3. Healthcare

In the healthcare industry, AI ticketing systems have ideal applications for patient support and administrative tasks. Patients often reach out about appointment scheduling, billing, and insurance claims. AI ticketing systems can streamline these processes by:

• Automatically routing patient inquiries to the appropriate departments, from billing to scheduling

• Providing immediate responses to common questions, such as queries regarding appointment changes

• Prioritizing urgent tickets like refill requests or medical advice

Using AI ticket technology, healthcare providers can reduce response times and improve patient satisfaction.

4. Customer service

Customer service businesses that handle a wide range of inquiries across different sectors enjoy significant efficiencies with AI ticketing systems. These systems are especially beneficial for companies with global operations across various time zones. Capabilities that are particularly useful for customer service teams include:

• Streamlining the management of high-ticket volumes

• Automating ticket triage to give attention to high-priority issues first

• Resolving common inquiries like password resets or FAQs through automation

• 24/7 support to address inquiries in real-time across regions and time zones

These AI ticketing features help maintain consistent customer experiences regardless of the time zone or agent.

5. Real estate

From property management to residential or commercial sales, real estate companies often deal with a high volume of inquiries — including property availability, tour scheduling, rental terms, pricing, and contract details. AI ticketing systems help real estate businesses manage these queries more effectively by:

• Automatically categorizing and routing them based on the nature of the question

• Assisting with lead qualification to quickly identify serious prospects and route them to human agents for follow-up

• Responding to more general inquiries with pre-programmed responses

In an industry where timing is crucial, AI ticketing automation increases the chances of securing high-value sales.

Top 5 AI ticketing tools to streamline artificial intelligence tickets

The 5 most competitive AI ticketing tools to consider for your business include:

1. Sendbird

Sendbird offers AI chatbots that can handle a wide range of customer service tasks including FAQs, order tracking, and account issues. Leveraging numerous different LLMs, Sendbird’s AI capabilities are more robust than many competitors. Their AI ticketing tools allow businesses across sectors to offer efficient and round-the-clock customer support.

Main features

Some of the standout features of Sendbird’s customer service AI include:

• Multilingual capabilities: Sendbird’s AI chatbot can chat in different languages, which is great for global businesses

• Automated ticket resolution for routine queries

• Customizable chatbot behavior to align with a brand’s tone and style

• 24/7 support capabilities for real-time assistance at any time across the globe

• Scalability for easily handling increasing ticket volumes without adding staff

• Seamless handoff to human agents when queries are too complex

Pros

• Saves time: Routine query handling allows human agents to focus on more complex requests

• Reduced staffing requirements help businesses save money on support costs

• Handles fluctuating ticket volumes: Can handle sudden spikes in customer inquiries without bottlenecks or delays

• Integrates with Salesforce for better customer insights

• Offers a free trial with no obligation

• Integrates with various LLMs for more precise customization based on enterprise requirements.

Cons

• As with any AI offering, not everyone feels comfortable interacting with computers. Some customers might prefer human interaction.

• Complex issues will likely still require human intervention.

• There’s always a learning curve when implementing new technology.

Pricing

Sendbird offers a 7-day free trial to help you understand how AI chatbots can benefit your business. The Starter plan (essential features for no-code an AI chatbot web widget) costs $99/month, the Pro plan (Maximum configurability of the AI chatbot) costs $499/month, and custom enterprise pricing is also available.

Take the next step with AI ticketing

AI ticketing is helping businesses improve their customer service programs, offering faster response times, more efficiency, and increased customer satisfaction. AI ticketing systems address many of the challenges of traditional systems by reducing manual workloads, improving data visibility, and offering scalability.

For businesses in customer service-heavy industries like ecommerce, healthcare, and real estate, AI ticketing systems are critical to staying competitive and retaining customers. By integrating advanced features like NLP and machine learning, AI-powered ticketing systems automate tedious tasks so teams can focus on resolving complex issues and building stronger customer relationships.

If you’re curious about how AI-powered customer service can help your business, try Sendbird's AI chatbot for free, or contact us to learn more.