Classify Support Tickets with AI
Billing, Technical, Account, How-To, Feature Request — ticket triage with definitions that decide the borderline cases for the model.
The blocks a reliable classification prompt needs: defined labels, classification rules, edge-case rules, an ambiguity policy, and a confidence contract.
A classification prompt that just lists label names leaves every real decision to the model. The reliable anatomy has five blocks: LABELS with one-sentence definitions (the classifier itself), CLASSIFICATION RULES (judge content not tone, match definitions not names), EDGE CASE RULES (what to do when two labels fit), an AMBIGUITY POLICY, and a CONFIDENCE contract. This resource loads a product-request taxonomy — New Feature, Improvement, Integration, Performance, UX — where the definitions carry the entire New-Feature-vs-Improvement distinction.
Read the blocks in order
Labels define, rules constrain, edge cases resolve ties, ambiguity handles misfits, confidence enables routing — each block closes one failure mode.
Study the New Feature / Improvement border
"Does not have at all today" vs "should work better" — one adjective pair does what three paragraphs of instructions wouldn't.
Swap in your own taxonomy
Replace the labels with yours; known label names get library definitions automatically, domain-specific ones need your sentence.
It's the model's self-reported certainty about the fit, not a computed score. The CONFIDENCE block defines high as the text unambiguously fitting the definition, medium as a good fit with minor uncertainty, and low as the best available choice among the labels. It ships in the JSON alongside the label. The data-classification-prompt writes this contract; run it in your own assistant and treat low-confidence labels as needing human review.
The distinction lives in the LABELS definitions: New Feature is "a capability the product does not have at all today" versus Improvement, "an existing capability that should work better". The CLASSIFICATION RULES then force matching against definitions, not names, and the EDGE CASE RULES break ties toward the more specific definition. You swap in your own taxonomy; the generator derives the structure, and you verify the labels.
It can't. This assigns exactly one label from a closed set; it doesn't pull values, and the notFor separates extraction and classification as different tools. This anatomy assumes a fixed LABELS set and returns a JSON object with a "label" and a "confidence" key, nothing extracted from the source itself. For fields like dates or names, use an extraction prompt instead.
Billing, Technical, Account, How-To, Feature Request — ticket triage with definitions that decide the borderline cases for the model.
Praise, Complaint, Feature Request, Bug Report, Question — multi-label feedback categorization where one message can carry three signals.
Discovery, Demo, Negotiation, Follow-Up, Closed Won, Closed Lost — classify activity notes by sales stage so pipeline reports stop lying.
Free text in, named fields out. The extraction prompt pattern that turns any unstructured text into consistent, parseable records.
Stop getting 'Sure, here is the JSON…' — the output-contract pattern that forces models to return only parseable JSON: schema, example, and a strict rule block.
The JSON won't parse and you can't see why. Deterministic cause-sniffing — trailing commas, single quotes, unclosed brackets — and the repair prompt that fixes it.
Build classification prompts that assign labels from a closed set — with label definitions and edge-case rules.
The full path to an AI document processing system — define the use case, design the intake pipeline, extract fields from unstructured documents, classify and route them, pin the output contract, evaluate accuracy, then ship it monitored.
The full path to an AI content moderation system — define the policy and label taxonomy, extract signals from user content, classify it against policy, emit structured decisions, evaluate false positives and negatives, wire enforcement and review queues, review abuse risks, then ship.
The full path to an AI meeting assistant — define the use case, turn transcripts into structured notes, extract decisions and action items, classify follow-ups, write a shareable summary, evaluate accuracy, then ready it for the team.
The full path to a retrieval system that returns grounded answers — understand the corpus, chunk and ground it, extract and classify the metadata, then evaluate that retrieval actually works.
Build a text classification step you can automate on — pull out the unit to classify, assign a label from a fixed set, and validate the label is one you actually allow.
AI tags one batch pricing, billing, bug — then tags the same items cost, plan confusion, error next week, so every count measures a moving target. Here's how to classify and tag data consistently: fix a taxonomy, define every label, and hold the rules steady across runs.