Solutions
AI-assisted case triage and review
Help reviewers prioritise incoming cases while making uncertain recommendations and overrides visible.
AI-assisted triage classifies or prioritises work before a person reviews it. It is useful when an incoming queue contains different case types and levels of urgency, provided the operation can detect and correct misrouting.
Separate priority from the final decision
A recommendation about which case to review first should not silently become a decision about eligibility or outcome. Define the actions allowed at each stage and the cases that always require a person. Give reviewers the evidence behind a recommendation rather than a score without context.
Design the exception route first
Incomplete, unfamiliar or contradictory cases need an accountable destination. We specify what happens when a model cannot classify a case, a downstream system is unavailable or a reviewer disagrees. The queue should retain ownership and deadlines while a recommendation is being checked.
Evaluate the cost of misrouting
Overall accuracy can hide a small number of serious mistakes. Review missed urgent cases, unnecessary escalations and performance across relevant case types. Use representative historical examples where permitted, then compare recommendations with actual reviewer decisions before enabling automatic routing.
Learn from review without assuming agreement
Capture override reasons and monitor changing inputs after release. An override may reveal a model error, unclear guidance or new information. Our national programme work provides related experience in governed review and scoring; a new triage system still needs validation against its own decisions and consequences.
Take the next step
Explore the approach and evidence
Related work
- Governing review and scoring for a national programme
A governed review and scoring platform for a large UAE national programme.
Practical guides
Discuss your decision problem
Bring an example of the current process and the decision you need to improve. We can help define a useful first release and assess whether a build is the right next step.
