By Tayler Gilmartin
For years, our Reservation Services team has manually read and categorized incoming emails before deciding how best to route and respond to them. It worked — but it added extra steps to an already high‑volume workflow. Now, we’re introducing AI Smart Categories, an automation designed to surface key information sooner and streamline how tickets move through the queue.
Smart Categories is powered by a model trained on hundreds of historical Zammad emails. By learning the cues and context our agents look for, the AI can now analyze new messages and suggest the most likely category automatically. Before launching, we validated the model against past tickets to make sure it could interpret real‑world email patterns with confidence.
The biggest benefit? Agents get immediate visibility into the content and intent of each ticket, without having to open and read every message first. With categories available sooner, the team can prioritize, route, and assign work more quickly and accurately — especially during peak volume.
AI Smart Categories is another step toward bringing intelligent automation into everyday operations. And this is just the beginning; more tools are on the horizon to help our teams stay efficient, informed, and ready for whatever comes in next.
Welcome to a smarter, more streamlined ticket flow.
