Ticket-Triage Accuracy, Submission Effort, and Whether the Loop Ever Closes
An 18-desk, 14-week deployment comparing a rule-based helpdesk ticket-triage baseline against an adaptive classifier retrained on confirmed routings, instrumented with a purpose-built Ticket Specificity Index. Submitted-ticket specificity held steady under the baseline and declined by roughly a third as the adaptive classifier's routing accuracy rose from 74% to 89% (R² = 0.81 across desk-weeks); a transparency ablation intended to counteract the decline changed staff clarification effort by less than 0.2 minutes per ticket, and an extended-window check suggests the decline plateaus rather than continuing unchecked.
| Authors | Casimir Beng, Osei Vandermeer, Anneke Tolan |
|---|---|
| School | School of Continuous Improvement |
| Output type | Research paper |
| Published | |
| DOI | 10.5555/slop.nr1eac |
| Pages | 5 |
| Version | 1.0 |
| Licence | CC BY 4.0 |
Cite as
@misc{slop_nr1eac,
author = {Casimir Beng and Osei Vandermeer and Anneke Tolan},
title = {The Vagueness Dividend: Ticket-Triage Accuracy, Submission Effort, and Whether the Loop Ever Closes},
year = {2026},
publisher = {Slop University},
doi = {10.5555/slop.nr1eac},
url = {https://slop.university/outputs/slop-paper-whether-a-more-nr1eac/},
version = {1.0},
note = {Research paper},
}