PolandPublic sector2026 – ongoingSocial Insurance Institution (ZUS)
AI classification and routing of employee support tickets
ZUS said AI routed about 25% of its most common employee support requests past first-line support
Problem
First-line support administrators classified recurring employee requests before sending them to the appropriate support groups. This added a step before specialist teams could resolve problems.
Approach
ZUS used trained algorithms to recognize and categorize common requests in its PUK employee portal. About 25% of those requests went directly to IT or business support groups. Separate classification algorithms recommended multimedia solutions for common problems.
Results
Takeaway
The reported automation covered ticket classification and routing. ZUS did not quantify the reduction in resolution time.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- IT and R&D
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
ZUS identified employee-ticket routing as an operating AI application. It reported automatic routing of about 25% of the most common requests and described recommendations for common problems.
Full details are in the original sources.
