Inbox to Insight: LLM‑Powered Email Triage on SAS Viya

SAS Tech Support handles a relentless stream of emails—customer issues, misroutes, and spam—making manual triage slow and inconsistent. See how we built a transformer-based text analytics pipeline on SAS Viya that automates classification with minimal data preparation, all while preserving privacy. We’ll walk through the end-to-end modeling workflow, including training, evaluation, and deployment of BERT-based models that achieved ~3% misclassification on hold-out data and uncovered labeling inconsistencies in human-tagged content. This modeling approach also provides a foundation for future integration into SAS’s broader agentic AI framework for automated CSM ticket triage.

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