Engineering experience

Where the practice comes from.

Engineering work from before Intika, not Intika engagements. It is the experience the practice is built on, described at a level that respects the confidentiality of the companies involved.

Intuit · before Intika

Support ticket routing

Fine-tuned a model using historical support data to classify and route incoming support tickets, reducing manual triage and creating a more consistent path from request to the appropriate team.

Problem framing

Incoming support requests arrived as free text and were sorted by hand. The goal was a consistent path from request to the right team, with less manual triage.

Data preparation

Historical support data, paired with the team that eventually handled each request, prepared as training data for the model.

Classification and routing

A model fine-tuned on that data to classify each incoming ticket and propose where it should go.

Evaluation

Routing quality checked against how tickets had been handled before, so the model earned its place in the workflow rather than being assumed to work.

Integration

The classifier placed inside the existing support workflow rather than beside it, so the change showed up as less sorting work for the people already doing it.

Human oversight

People kept the final say on routing, and their corrections remained part of the process.

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