Aderant builds intelligent ticket triage with Amazon Nova
Learn how Aderant built an intelligent ticket triage system on Amazon Nova Lite through Amazon Bedrock, automating context gathering, classification, routing, and knowledge enrichment for its cloud operations team.
Aderant, a global legal software provider, has developed an intelligent ticket triage system utilizing Amazon Nova Lite from Amazon Bedrock. This automated solution reduces the workload of their 38-member SierraOps team, which handles 34-40 support tickets weekly. The system, called the Intelligent Ticket Analyzer, processes newly submitted tickets that are unassigned, hourly on business days.
It gathers context from various sources like Jira, Confluence, Amazon Athena, and Microsoft SharePoint, then recommends team assignments and resolution starting points. During the first 2.5 weeks of production (June 30 - July 17, 2026), the analyzer reviewed 109 tickets, achieving 96% routing accuracy. This led to an estimated 8-14 engineering hours saved per week, with a total operating cost of less than $30 monthly.
By automating repetitive tasks, the team can focus on complex troubleshooting and platform improvements, while still maintaining human oversight for lower-confidence decisions.
Written by urgent.news from AWS Machine Learning's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
