How AI Reduced Customer Bug Triage from 1 Year to 1 Week

Salesforce's BugWiser system combines a custom ML model with an LLM (Anthropic's Claude Opus) to automate customer bug classification, cutting triage time from over 300 person-days of manual effort to less than a week. The custom model was trained on years of historical engineering decisions to deliver deterministic predictions with confidence scores and explainability, while the LLM synthesizes unstructured context into richer summaries. Engineers can override predictions, with corrections feeding back into continuous retraining. Approximately 90% of predictions were accepted without modification. The key engineering insight: the best AI model is the one best suited to the specific problem, not necessarily the largest one.