A fast-growing ride-hailing service expanding across multiple markets needed to route tickets to the right agents, prioritize critical incidents, and handle a growing number of languages — without slowing down.
Days
from kickoff to live AI-powered ticket routing
100+
languages handled — fully language-agnostic
2,000%
growth in daily trips since 2020 — supported by Labelf
Head of Customer Support Systems
Global Ride-Hailing Service
Rapid growth, global complexity.
With daily trips growing over 2,000% since 2020 and expansion into new markets, the customer support team needed to scale fast — without losing control over quality or response times.
Live in days, not months.
The implementation was led by the company's support systems lead in close collaboration with a Labelf implementation consultant. Together they built a categorization structure that optimized routing logic — reusing existing categories and adding a handful of new ones in Labelf's annotation environment.
The work was completed in just a few days, after which the models were progressively activated in the live support environment.
- Standard integration Connected to their existing ticketing system via Labelf's standard integration — no custom development needed.
- Automatic routing rules Incoming tickets are automatically routed to specific queues based on content. Priority incidents are flagged instantly.
- Flexible model structure Easy to add, merge, or restructure categories as the business evolves — no downtime, no starting over.
Efficiency that scales with growth.
From competence-based teams to compliance-ready incident handling — all powered by AI categorization.
Competence-based teams
Agents now work in skill-based groups. Tickets are automatically routed to the team with the right expertise, significantly reducing handling time.
Seamless market expansion
As the company expanded into new markets, the increased ticket volume and regional language complexity were handled without adding operational overhead. Labelf's language-agnostic models scaled effortlessly.
Compliance-ready incident handling
An unexpected strategic win: categorization models now instantly identify and prioritize traffic incidents with potential police involvement. These critical cases are immediately escalated to the compliance team — previously they risked getting stuck in the backlog.
Built for change, not just for today.
A key benefit the company has valued over the years is Labelf's flexibility. Categories can be added, merged, or restructured at any time — without starting over or requiring downtime.
What started as ticket routing became the foundation for compliance, quality assurance, and market expansion — all from the same AI categorization models.
One platform. Every market. Every language.
From Startup to Global Scale.
Faster response times, smarter routing, and regulatory compliance across every market — powered by AI that understands any language.
Languages supported
Custom integrations needed
Average integration window
