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Aderant builds intelligent ticket triage with Amazon Nova

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Aderant builds intelligent ticket triage with Amazon Nova

This guest post is co-written by Angela Mapes and Adam Walker of Aderant.

In this post, we share how Aderant, a global provider of business management software for the legal industry, built an intelligent ticket triage system using Amazon Nova Lite through Amazon Bedrock. Aderant’s solution automates much of the context gathering, classification, routing, and knowledge enrichment required for support-ticket triage.

The Intelligent Ticket Analyzer supports Aderant’s 38-person SierraOps team, which operates Expert Sierra across 268 client environments globally. It reviews newly submitted, unassigned tickets during scheduled hourly processing cycles on business days. It gathers operational context from Jira, Confluence, Amazon Athena, and Microsoft SharePoint to recommend a team assignment and resolution starting point, and it automates approved routing and communication actions.

During the first 2.5 weeks of production, from June 30 through July 17, 2026, the analyzer reviewed 109 tickets and achieved approximately 96% routing accuracy. Based on the team’s measured pre-automation triage baseline, Aderant estimates that the system recovers 8–14 engineering hours per week at a total operating cost of less than $30 per month.

The deployment extends Aderant’s earlier AI journey from unified search and on-demand investigation with Amazon Quick to scheduled, autonomous operational workflows powered by Amazon Nova.

Aderant’s SierraOps team processes an average of 34–40 support tickets per week. Before automation, each ticket required 15–25 minutes of manual investigation before resolution work could begin. Engineers had to interpret the request, locate client-environment details, determine ownership, search documentation and ticket history, and then assign or redirect the work.


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