This article will demonstrate how Kumologica and OpenAI can assist in developing an AI agent API that efficiently classifies cases within an enterprise using user data, without the need for customer support agent intervention. An ideal case management solution should be able to automatically categorize and prioritize cases from various channels, identify high-priority cases, apply labels, and assign them to the appropriate groups without requiring agents to manually perform these tasks.

There are several case management products currently available on the market, such as ServiceNow, JIRA, and Salesforce Case Management. While some of these products include built-in solutions for ticket classification, others offer no such functionality. Even for those with built-in solutions, there are limitations in their ability to integrate with third-party systems.