AI Ticket Review
How Tennessee 811 Transformed Ticket Quality Control with Skapa
Top-Line Metrics
- 100% ticket coverage —
Every ticket is now scored by AI on a continuous 30-minute cycle. Previously, manual auditing could only cover 20–30% of incoming tickets. - 2-3x detection rate —
AI-driven review identifies twice as many issues as manual auditing alone. - Reduced QC time —
Auditors focus on resolving flagged tickets instead of searching for errors.
About Tennessee 811
Tennessee 811 (Tenn811) is the statewide, official non-profit one-call center. Serving as the central communication hub, Tenn811 facilitates safe excavation by notifying member utility operators when locate requests are submitted, helping prevent utility damage and enhance community safety.
The Problem
Most 811 centers traditionally review a mere 20–30% of locate tickets, which leaves many errors unspotted and poses a safety risk. Tenn811 faced increasing volumes of tickets, making manual review inefficient and costly, and any missed error could lead to dangerous and expensive mark-overs or injury.
The Solution: Skapa's AI Ticket Review System
Skapa's AI Ticket Review offers a smart, scalable fix:
- AI-powered classification — Every ticket is scored for error likelihood within 30 minutes.
- Flagged queue — tickets that have a higher likelihood of errors are prioritized for agent review via a mobile-friendly portal.
- Focus on resolution — Agents spend time fixing issues, not hunting for them, doubling detected errors with existing staffing levels
"With Skapa's AI Ticket Review System, we're reviewing 100% of locate requests and doubling error detection with the same staffing. That's a game-changer for safety and efficiency. And working with Skapa was a blessing. They make the process easy, comfortable, and collaborative. It feels like they're an extension of our own team." — Tenn811 VP of IT
Ticket Review in Action
Skapa's machine learning algorithm comprehensively searches every ticket, rather than a sampling, so Tenn811 can now review 100% of locate requests. Agents assess flagged tickets within hours, reducing labor and missed issues:
- Automatic review every 30 minutes
- Instant scoring and flagging
- Improved safety and resolution oversight