Ticket Routing

An apparatus including:

• a processor;
• and
• a memory device storing instructions that, when executed by the processor, cause the processor to perform operations including:
• receiving ticket data representing a ticket;
• receiving description data representing a description of the ticket;
• calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
• determining an entropy value associated with routing the ticket data;
• and
• in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

A computer-readable storage medium storing instructions that, when executed by a processor, cause the processor to perform operations including:

• receiving ticket data representing a ticket;
• receiving description data representing a description of the ticket;
• and
• calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
• determining an entropy value associated with routing the ticket data;
• and
• in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.