Demo Guide
A walkthrough of the FortiVault Triage Engine — from raw ticket to governed AI decision.
View tickets
The ticket list shows all incoming support tickets — a mix of email and Zendesk sources. Use the filter bar to narrow by status, severity, or category.
Run AI triage
Click any ticket. You'll see the ticket content and an AI Triage panel. Tickets 1–5 are already triaged so you can see the output straight away. For any other ticket, click "Run Triage" — the AI classifies it in a few seconds.
The AI returns: category, severity, suggested route, confidence score, a plain-English summary, and a list of any missing information it would need to be more certain.
Review the AI decision
After triage completes a Human Review section appears. You have two options:
- Accept — agree with the AI's classification as-is.
- Override — correct the category, severity, or route and add reviewer notes.
Every decision is recorded. This is the core governance loop: the AI suggests, a human decides. Nothing is auto-resolved.
Check the Metrics page
Go to Metrics in the top nav. After a few reviews are submitted you'll see:
- Overall accuracy across category, severity, and route.
- Confidence calibration — is the AI confident when it's actually correct?
- Per-category accuracy breakdown.
- Override rates — where is the AI getting it wrong?
All metrics are derived from the stored triage and review records — nothing is estimated or assumed.