I read some articles about AI in ServiceDesk Plus and also the ability to route tickets based on AI.

We currently route incidents based on a selection of site, category & subcategory.

We often find that users do not select the correct category & subcategory, causing the incident to be assigned to the wrong support team. 

An AI engine could really help out here: we have tons of records where we correlate e.g. subject with category/subcategory, we can use this data to feed an AI engine that can set the category/subcategory for the end-user when they enter a subject.