Customer-Driven Triage Model Training

• Customers with PROD triage models do not have any ability to directly improve model performance although triage is a high value skill
• Only current solutions for triage model improvements are:
  • Retrain (expensive and requires minimum 10k clean ticket data)
  • Customer and/or Moveworks identifies patterns to apply heuristic rules. This is a black box process for the customer
• Until triage improvements are made, customer perceptions of poor performance can be exacerbated by customer’s limited visibility and control

Customer has requested a solution that allows them to periodically review Prod triage data and provide feedback for triage improvements. Customer expressed willingness to review data on the cusp on set threshold, if providing feedback on these ambiguous data points could improve triage performance. On the whole, they are open to ideas but looking to gain better control in making continuous improvements to triage.