• Pricing
Book a demo

Route your support tickets automatically with AI

Swiftask integrates with MonkeyLearn to analyze and classify your customer tickets in real time, routing them instantly to the right experts.

Result:

Dramatically reduce manual sorting time and boost customer satisfaction with ultra-responsive support.

Manual ticket management slows down your support

Manual ticket sorting is a costly and error-prone task. Your support agents waste precious time reading, categorizing, and reassigning requests that could be handled automatically.

Main negative impacts:

  • Increased response delays: Tickets sit in a general queue before being sorted, artificially increasing waiting times for your customers.
  • Frequent assignment errors: Human sorting is prone to mistakes. A technical ticket sent to the sales department creates unnecessary friction.
  • Support team burnout: Your experts spend as much time sorting as they do solving complex issues, hurting overall productivity.

Swiftask uses MonkeyLearn's classification power to analyze the content of every incoming ticket and automatically assign it to the right agent or department, with no human intervention.

BEFORE / AFTER

What changes with Swiftask

The traditional process

The ticket arrives in the support mailbox. An agent spends 3 minutes reading the message to understand the topic, then manually forwards it to the relevant department. The customer waits while the sorting agent processes other tickets.

The Swiftask + MonkeyLearn workflow

The ticket arrives. MonkeyLearn analyzes the text instantly and identifies the intent. Swiftask routes the ticket to the right agent or specific queue in under a second. The agent receives a notification with the ticket already qualified.

4 steps to automate your routing

STEP 1 : Train your model on MonkeyLearn

Use MonkeyLearn to create a custom classification model based on your ticket categories (e.g., Tech, Billing, Sales).

STEP 2 : Connect MonkeyLearn to Swiftask

Integrate your MonkeyLearn model into Swiftask via a secure API key in just a few clicks.

STEP 3 : Define routing rules

Configure Swiftask to act based on classification results (e.g., if category = 'Billing', assign to 'Finance Team').

STEP 4 : Go live

As soon as a new ticket arrives, the AI agent analyzes it and applies routing instantly.

Analysis and routing capabilities

The AI agent analyzes tone, subject, keywords, and urgency of the ticket for precise classification.

  • Target connector: The agent performs the right actions in monkeylearn based on event context.
  • Automated actions: Multi-tag classification, automatic routing to specific channels or agents, adding priority labels, and triggering alerts for critical tickets.
  • Native governance: Swiftask ensures service continuity and audits every routing decision made by the AI.

Each action is contextualized and executed automatically at the right time.

Each Swiftask agent uses a dedicated identity (e.g. agent-monkeylearn@swiftask.ai ). You keep full visibility on every action and every sent message.

Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.

Benefits for your customer service

1. Reduced handling time

Eliminate time spent manually sorting tickets.

2. Increased accuracy

AI doesn't make careless mistakes, ensuring every ticket goes to the right expert.

3. Better customer experience

Your customers get faster, more relevant responses.

4. Effortless scalability

The system handles thousands of additional tickets without needing more sorting staff.

5. Focus on complex tasks

Your agents focus only on solving customer issues.

Security and compliance

Swiftask applies enterprise-grade security standards for your monkeylearn automations.

  • Data protection: Data travels through secure, encrypted channels between Swiftask and MonkeyLearn.
  • Full control: You maintain control over classification rules and can adjust them at any time.
  • GDPR compliance: Swiftask adheres to the strictest security standards for handling customer data.

To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.

RESULTS

Impact on your key metrics

MetricBeforeAfter
Initial response timeSeveral hoursInstant
Assignment errors15-20% of ticketsLess than 2%
Agent productivityBased on manual sortingOptimized for resolution

Take action with monkeylearn

Dramatically reduce manual sorting time and boost customer satisfaction with ultra-responsive support.

Extract key entities automatically with Swiftask and MonkeyLearn

Next use case