Sarah, the Customer Experience Director at Monzo, dreads Monday mornings. Over the weekend, hundreds of support tickets pile up in the general inbox like digital tumbleweeds. "My card was declined at Starbucks AGAIN!", "How do I reset my mobile banking password?", "Someone charged $500 to my account and I don't know what it is!"

Currently, two junior support staff spend their entire Monday morning reading each ticket and manually routing them to Technical Support, Fraud Prevention, Account Services, or Billing. By the time urgent fraud alerts reach the right team, customers are already furious. Simple password resets get buried behind complex account disputes, and everything takes twice as long as it should.

Sarah knows that 80% of tickets could be instantly routed based on keywords and patterns in the subject lines and descriptions. If they could automatically sort tickets the moment they arrive, response times would drop from hours to minutes, and her support team could focus on actually helping customers instead of playing email traffic cop.