Aderant builds intelligent ticket triage with Amazon Nova
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Aderant, a legal industry software provider, has implemented an intelligent ticket triage system using Amazon Nova Lite via Amazon Bedrock to automate support operations. The solution, known as the Intelligent Ticket Analyzer, processes unassigned tickets by gathering context from Jira, Confluence, and SharePoint before classifying and routing them with high accuracy. During its initial 2.5 weeks of production, the system analyzed 109 tickets and achieved approximately 96% routing accuracy while recovering an estimated 8–14 engineering hours per week. The deployment operates on a serverless architecture triggered hourly, ensuring that low-confidence decisions are still subject to human review. Aderant selected Amazon Nova Lite for its superior operational specificity, native AWS integration, and cost-effectiveness, which kept monthly expenses under $30. This automation allows the SierraOps team to redirect their efforts toward complex troubleshooting and proactive infrastructure improvements rather than manual investigation. The project demonstrates a successful transition from AI-assisted search to governed autonomous workflows within a global cloud operations environment.
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