How I Reduced Misrouted Tickets by 89% Using LangGraph
If you've ever watched a customer support ticket bounce between three different agents… or had a customer rage-quit after explaining their problem for the third time - this is why:
Your tickets aren't getting to the right people.
27% of support tickets land on the wrong desk. That means 1 in 4 customers gets transferred, re-explains their problem, and waits longer for help.
Misrouted tickets slow down support, kill customer trust, burn team time, and spike churn. Trying to patch it with a chatbot only makes it worse.
So instead of building another chatbot, I built them a system to fix the root cause. And the misroutes were cut by 89% in a couple of weeks.