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Aderant builds intelligent ticket triage with Amazon Nova

First reported Source: AWS Machine Learning BlogLast editorial activity
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What happened

Learn how Aderant built an intelligent ticket triage system on Amazon Nova Lite through Amazon Bedrock, automating context gathering, classification, routing, and knowledge enrichment for its cloud operations team. This guest post is co-written by Angela Mapes and Adam Walker of Aderant.

Aderant’s solution automates much of the context gathering, classification, routing, and knowledge enrichment required for support-ticket triage. The Intelligent Ticket Analyzer provides support for Aderant’s 38-person SierraOps team, which operates Expert Sierra across 268 client environments globally.

It reviews newly submitted, unassigned tickets during scheduled hourly processing cycles on business days. It gathers operational context from Jira, Confluence, Amazon Athena , and Microsoft SharePoint to recommend a team assignment and resolution starting point, and it automates approved routing and communication actions.

Key facts

  • The Intelligent Ticket Analyzer — support: Aderant’s 38-person SierraOps team, which operates Expert Sierra across 268 client environments globally

Sources & evidence

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