Aderant builds intelligent ticket triage with Amazon Nova
Aderant’s new AI triage bot, powered by Amazon Nova Lite, routes 96% of support tickets correctly and saves 8–14 engineer hours a week for under $30/month.
Why Now
Aderant released an intelligent ticket triage system using Amazon Nova Lite via Amazon Bedrock, after earlier AI experiments with Amazon Quick.
What Happened
The analyzer processed 109 tickets over 2.5 weeks (June 30–July 17 2026) and achieved ~96% routing accuracy. It runs hourly on weekdays, pulls data from Jira, Confluence, Athena, and SharePoint, and uses Nova Lite for classification. Operating cost stayed below $30/month, with Bedrock inference under $1/month.
Why It Matters
High routing accuracy reduces manual triage time, freeing engineers to tackle complex issues and improving customer response. The low cost demonstrates that even small teams can deploy AI‑driven workflows without heavy infrastructure investment.
The Limitation
Results are based on a limited 109‑ticket sample over 2.5 weeks; performance may vary with larger volumes or different ticket types.
What You Can Do
Try building a serverless ticket triage workflow with Amazon Bedrock and Nova Lite to cut triage time in your own support team.
Source
Read original sourceWhy we picked this
Application of Bedrock for ticket triage, meaningful AI use case.