Assistive AI is incorrectly categorizing permission and access-related requests as account activations, offboarding, or onboarding items. Requests such as adding users to groups, enabling application features, or granting mailbox access are being routed to the wrong categories because the AI relies heavily on category descriptions and limited ticket context. There is also a related issue where voicemail-generated tickets are categorized incorrectly because the AI cannot read system notes and only sees generic ticket titles. The request is to improve categorization logic so permission changes are distinguished from account activations and offboarding requests, ensure preprocessing does not remove important ticket context, and allow auto-categorization to use voicemail/system note content when determining categories.