# Support Triage Routing (Pilot Simulation)

- **Workflow:** inbound support messages → route to correct queue
- **Baseline (manual):** 68% first-pass routing accuracy
- **Pilot sim result:** 89% first-pass routing accuracy (**+21pp**)
- **Change driver:** rule+LLM intent extraction with confidence thresholds
- **Observed in week 1 simulation window:** 143 tickets