Aderant Builds Nova Lite Ticket-Triage System; AWS Reports 8–14 Engineering Hours Recovered Weekly

In a September 24, 2026 customer story, AWS described Aderant’s Intelligent Ticket Analyzer, a serverless workflow built with AWS Lambda and Amazon Nova Lite through Amazon Bedrock. It processes newly submitted, unassigned tickets in scheduled hourly cycles on business days. Drawing context from Jira, Confluence, Amazon Athena, and Microsoft SharePoint, the system recommends a team assignment and a starting point for resolution; approved routing and communication actions can also be automated.

Aderant used a staged validation process: it began with Jira rules, tested whether AI-assisted review of operational data could improve recommendations, and then ran the analyzer in monitoring-only mode for about two weeks before launch. During that period, the team compared classifications with manual decisions and refined prompts and routing logic. AWS says the project took five weeks from concept to production and went live on June 30, 2026. Human review remains in place for lower-confidence decisions.

AWS reports that in its first 2.5 weeks in production, the analyzer reviewed 109 tickets and achieved approximately 96% routing accuracy. AWS estimated that it could recover 8–14 engineering hours a week at a monthly operating cost below $30. These are early results and estimates reported in the AWS customer story, not a guarantee of longer-term performance.

The project follows Aderant’s earlier use of AWS tools in cloud operations. In a May 2026 customer story, AWS described Aderant using Amazon Quick to support its 38-person Cloud Engineering team, reporting 90% faster search and a 75% acceleration in documentation workflows. The new analyzer addresses ticket investigation and routing; whether its early accuracy and time-saving estimates hold over a larger volume of tickets and a longer period remains the practical measure of its value.