Legal-software provider Aderant has deployed an agent that gathers context, classifies and routes support tickets for the 38-person team operating its Expert Sierra product across 268 client environments. The Intelligent Ticket Analyzer runs hourly on business days and uses Amazon Nova Lite through Amazon Bedrock.
For each new unassigned ticket, the system searches Jira, Confluence, Amazon Athena and Microsoft SharePoint. It recommends a responsible team and a starting point for resolution, then performs routing and communication steps that Aderant has approved for automation. The goal is to remove preliminary investigation without taking engineers out of higher-risk decisions.
During its first two and a half weeks in production, from June 30 through July 17, the analyzer reviewed 109 tickets and achieved about 96% routing accuracy, according to Aderant. The company estimates that it recovers eight to 14 engineering hours a week for less than $30 per month in operating costs. Before automation, its 34 to 40 weekly tickets each required roughly 15 to 25 minutes of manual triage.
Those figures come from a short company case study rather than an independent evaluation. Performance may change with unusual incidents or broader use, so continued review matters. The deployment’s useful lesson is its limited scope: automate repeated context gathering and routing while measuring outcomes against a known manual baseline.