March 31, 2026
The Support Queue Is Lying to You. Clustering Tells the Truth.
This article describes how we applied AI-powered ticket clustering to a real support queue — what pain it solved, what became visible that wasn't before, and how the results feed directly into AI agent training, documentation improvement, and support team coaching. The tech stack (BAAI/bge-m3 embeddings, Qwen2.5-Coder local summaries, HDBSCAN clustering) is explained with reasoning behind each choice.