# 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](https://www.tenn811.com/) (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

[Learn More About Skapa's Ticket Review](/content/a/ticket-review/index.html)