Aderant Deploys Amazon Nova Lite for Intelligent Ticket Triage
Aderant, a provider of business management software for the legal industry, has deployed Amazon Nova Lite through Amazon Bedrock to automate ticket triage, achieving 96% routing accuracy and saving engineering hours.
In this post, Aderant shares how they built an intelligent ticket triage system using Amazon Nova Lite through Amazon Bedrock. The system, called the Intelligent Ticket Analyzer, supports Aderant’s 38-person SierraOps team, which operates Expert Sierra across 268 client environments globally. It reviews newly submitted, unassigned tickets during scheduled hourly processing cycles on business days, gathering operational context from Jira, Confluence, Amazon Athena, and Microsoft SharePoint to recommend a team assignment and resolution starting point, and automating approved routing and communication actions.
The system achieved approximately 96% routing accuracy in its first 2.5 weeks of production, reviewing 109 tickets and recovering 8–14 engineering hours each week while operating for less than $30 per month. Aderant’s central design choice was not to ask AI to replace engineers or independently solve every issue but to apply Amazon Nova Lite to the repeatable investigative work that delayed resolution: assembling context, identifying relevant knowledge, detecting patterns, and routing work with a useful starting point. Human review remains part of the control model for lower-confidence decisions.
By combining autonomous triage, operational safeguards, and a reusable knowledge loop, Aderant created a scalable foundation for reducing operational toil and directing engineering capacity toward higher-value work.
Source: aws-ml