Quick Summary: Built an AI system that sorts 500+ daily support tickets automatically. Went from 4 hours daily sorting to 10 minutes reviewing. 95% accuracy, $9/month cost, protects customer privacy. Full code included.
The Problem
Monday morning: 347 unread support tickets. Urgent payment issues buried in password reset requests. Spending 3+ hours daily just figuring out priorities.
Solution: AI that reads tickets, categorizes them, and protects sensitive data automatically.
What I Built
Simple flow:
- Customer sends ticket → API Gateway
- AWS Bedrock Guardrails scan for sensitive data
- Claude AI categorizes: Technical, Billing, Account, Feature, General
- Results stored → Team gets organized, safe tickets
Processing time: Under 3 seconds
Accuracy: 95% correct
Cost: $9/month for 1,000 tickets
The Privacy Magic
Before Guardrails:
"Hi, I'm John Smith, email john@company.com, phone (555) 123-4567, credit card 4532-1234-5678-9012 was charged twice!"
After Guardrails:
"Hi, I'm [NAME_REDACTED], email [EMAIL_REDACTED], phone [PHONE_REDACTED], credit card [BLOCKED] was charged twice!"
What gets protected:
- ✅ Emails, names, phones → Redacted but readable
- 🚫 Credit cards, SSNs → Completely blocked
- 🚫 Inappropriate content → Blocked with professional response
Real Results
Before AI:
- 4 hours daily sorting tickets
- Missing urgent issues
- Privacy incidents waiting to happen
After AI:
- 10 minutes daily reviewing classifications
- Zero privacy incidents
- 96% time reduction
- $990/month saved vs $9/month cost = 10,900% ROI
Quick Deploy
cd infrastructure
./deploy.sh dev us-east-1 your-email@example.com
That's it. One command sets up everything:
- AI classification system
- Privacy protection
- Database
- Monitoring dashboard
- Cost alerts
Test It Instantly
Import the included Postman collection with 12 test scenarios:
Basic Tests:
- Account issues → Categorized as "ACCOUNT", HIGH priority
- Billing problems → "BILLING", URGENT
- Technical bugs → "TECHNICAL", priority based on impact
Privacy Tests:
- Email in ticket →
john@company.combecomes[EMAIL_REDACTED] - Credit card → Request completely blocked with error
- Multiple PII → All sensitive data removed automatically
Safety Tests:
- Threatening language → Blocked, team never sees it
- Inappropriate content → Professional error response
Postman Test Results (Screenshots)
Here's what the actual API responses look like when testing different scenarios:
Successful Classification:
PII Protection in Action:
![Email address being redacted to [EMAIL_REDACTED] while preserving context](https://media2.dev.to/dynamic/image/width=800%2Cheight=%2Cfit=scale-down%2Cgravity=auto%2Cformat=auto/https%3A%2F%2Fdev-to-uploads.s3.amazonaws.com%2Fuploads%2Farticles%2F6iatlv8hwzzkvjxza6d0.png)
Content Safety Blocking:
Multiple PII Detection:
Credit Card Blocking:
Upload your own screenshots here to show your results! The Postman collection makes it easy to test all scenarios.
What Surprised Me
The accuracy: 95% correct from day one. No training needed.
The privacy protection: Catches stuff I never thought about (VIN numbers, passport numbers, AWS keys).
The speed: Under 3 seconds including all privacy scanning.
The cost: $9/month. I spend more on coffee.
Team reaction: Support team became the system's biggest advocates. Removing tedious work made them love their jobs again.
Common Questions
"What if AI gets it wrong?"
Happens 5% of the time, usually just slightly off. Still better than my tired-at-11PM error rate.
"Is it secure?"
More secure than manual processing. Auto-strips sensitive data, runs in your AWS account, full audit logs.
"What about costs at scale?"
Linear: 10,000 tickets = ~$90/month. Way cheaper than hiring people to sort manually.
The Bottom Line
Six months ago: Drowning in tickets, stressed team, missing urgent issues.
Today: 10 minutes daily review, happy team, zero privacy incidents.
The real win: Getting your life back. When you're not stressed about missing urgent issues, you can focus on actually helping customers.
Get The Code
GitHub: AI Support Ticket Classifier
What you get:
- Complete AWS infrastructure code
- One-command deployment
- 12 Postman test scenarios
- Real examples you can run immediately
Built with help from:
- 🤖 Kiro AI - Helped with AWS integration patterns
- 🔗 MCP servers - Generated architecture diagrams
- 📮 Postman - Comprehensive testing suite
📊 Guardrail Monitoring
CloudWatch Dashboard: Real-time metrics show intervention count and Total hit count.
Key metrics: Intervention count and total api count.
Built something cool with this? Share your story! The code is open source because every startup should have access to tools like this.
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