Streamline Your Workflow with AI-Powered Classification
Harness the capabilities of DigitalOcean's GenAI Platform to automate data classification, enhance customer support, and help ensure consistency across your digital channels.
Automate and Simplify Support Ticket Triage with GenAI
Customer support doesn’t scale when it’s fragmented, but GenAI can help. With DigitalOcean’s GenAI Platform, you can build agents that automatically collect and standardize support requests from all your digital channels, including help portals, blog comments, GitHub issues, forums, and social media. These agents convert unstructured feedback into a consistent ticket format, then classify and route each request to the right team based on urgency, topic, or sentiment. The result is faster response times, fewer dropped issues, and a smoother experience for both your customers and your support team.
Optimize Support Ticket Management
Transform unstructured customer inquiries into organized, actionable tickets using AI-driven classification and routing.
Centralize Customer Feedback
Aggregate inputs from help portals, blogs, and social media into a unified system.
Automate Ticket Categorization
Classify tickets by urgency, topic, and department for efficient handling.
Integrate Historical Data
Leverage past interactions to inform current ticket processing.
Enable Conversational Dashboards
Use AI to query classification trends and decision rationales interactively.
Learn more about the DigitalOcean GenAI Platform
Our GenAI platform all-in-one solution that simplifies the creation, customization, and deployment of AI agents. The platform enables users to easily integrate generative AI capabilities into their applications—without the need for deep machine learning expertise.
Serverless Endpoints
Models from top providers like Anthropic, DeepSeek, Meta, and Mistral are hosted on reliable DigitalOcean infrastructure with serverless inference endpoints.
GenAI Agents integrate with your existing tools and applications
Only pay for what you use with token-based billing
Fine-tuned retrieval with knowledge bases
Retrieval-augmented generation without the complex setup. Build agents with access to knowledge bases with your own data, in formats your data is already in.
Performant embeddings models at competitive rates
Only pay for indexing when your data changes
Give your agent power with functions
Connect serverless functions to your agent to enable task completion and content creation with just a few lines of code.
Access real-time data
Perform actions
Execute custom tasks
One agent, many jobs
Design a multi-agent architecture where you have one agent act as your user-facing layer that can send requests to other agents that have specific job functions outside the scope or data needs of your primary agent.
Use reasoning models such as DeepSeek that excel in these cases
Resources to help you build
DeepSeek-R1 vs. Llama 3.3 (70B): AI Chatbot on GenAI
Beyond Vectors - Knowledge Graphs & RAG Using GenAI
Build Real-Time AI Agents with GenAI and Serverless Functions
Build an AI Agent to Automate Document Analysis with GenAI
FAQs
What kind of support data can I connect to my agent?
You can connect data from help portals, forums, blog comments, GitHub issues, social media mentions, and any other channel where your users submit feedback or requests. The GenAI Platform supports function calling, so you can fetch and feed this data into your agent in real time.
See this diagram to understand how you can implement a support ticket triage agent:
How does the agent know where to route each support ticket?
Your agent can be trained using historical support tickets and tagging logic to recognize patterns and classify incoming requests. You can define routing rules based on urgency, topic, or department—like sending bugs to engineering and feature requests to product.
Can I customize the ticket format and fields?
Yes. The GenAI Platform lets you design the output format of your agent to match your support system’s structure. You can include fields like category, priority level, assigned team, and summary notes.
How accurate is the classification?
Accuracy improves over time with better data and model fine-tuning. You can feed in past support data to help your agent learn, and continuously monitor its decisions through built-in observability tools.
Do I need ML expertise to build this?
No. The GenAI Platform is designed for developers and teams without deep machine learning backgrounds. You can use prebuilt tools to create, test, and deploy your support agent with minimal setup.
Can I ask the agent why it made a decision?
Yes. With the GenAI Platform’s conversational interface, you can query your agent about how it classified a ticket, what signals it used, and why it routed it the way it did—adding transparency and trust to automated triage.
Sign up for the GenAI Platform today
Get started with building your own custom code copilot on the GenAI platform today.
