Intelligent Ticket Classification
When Sainapse says 80%, it's right 80% of the time.
Anyone can print a confidence score. Sainapse calibrates it against outcomes and shows you the curve. Every field is classified separately: category, sub-category, priority, type, group. Each carries a confidence number that means what it says.
How it works.
Sainapse reads the whole message in context, handles multi-intent emails and lookalike categories, and adapts to new product launches without rule rewrites.
Calibration reports measure the confidence scores against production outcomes, per class, so the number is audited rather than asserted.
Where it shows up.
Inside your existing ticketing tool (Salesforce Type/Sub-Type, Freshdesk categories, ServiceNow), before the ticket lands in a queue. Freshworks runs Sainapse on its own support desk at 93% first response resolution, sustained for 12 months.