Successful implementation of AI for automated prioritization of support tickets
Our goal was to minimize manual effort with an automated solution and ensure that support requests are processed efficiently and in the correct order. A large number of support requests must be prioritized according to specific criteria, for example urgency. This manual assessment requires considerable resources, as each support request must be reviewed individually and classified based on its content, the number of users affected, and its urgency.
Challenge
On a daily basis, large companies face the challenge of processing a large number of support tickets that need to be prioritized according to specific criteria such as urgency. This manual evaluation requires considerable resources, as each ticket must be checked individually and classified based on its content, the number of users affected, and its urgency. This process is time-consuming and can lead to delays in processing important requests. Our goal was to minimize this effort with an automated solution and ensure that support tickets are processed efficiently and in the correct order.
Methods
Our team has developed a solution based on modern AI technology. First, we collected and analyzed extensive historical support ticket data to gain a deep understanding of typical patterns and urgencies. With this knowledge, we created an intelligent system that is able to automatically assess the urgency and impact of each ticket. This is done by analyzing the ticket contents, which teaches the system which tickets require immediate attention and which are less urgent.
To ensure that our solution meets the highest standards, we continuously tested and optimized the system. The accuracy of the model enables companies to process their support tickets more efficiently by allowing them to focus on the truly urgent cases. Integrating this solution into the company’s existing IT infrastructure automates the entire prioritization process, resulting in significant time and cost savings and increasing user satisfaction.
Solution
Our solution offers several key benefits for your business. First, automated prioritization significantly reduces manual effort. Instead of spending valuable time manually evaluating each ticket, our system takes care of this task and ensures that tickets are processed in the correct order. This leads to a significant increase in efficiency and allows your support team to focus on the tasks that really matter.
Second, the high accuracy of our model ensures that tickets are prioritized reliably and precisely. Finally, improved efficiency leads to faster processing of support tickets overall, which not only increases your team’s productivity but also improves the quality of service for your customers.
- Automatic prioritization: Reduction of manual effort through automated classification of support tickets.
- High accuracy: The model achieved an accuracy of approximately 94% in classifying texts.
- Increased efficiency: Improved efficiency and faster processing of support tickets by prioritizing them in the correct order.
BREDEX uses state-of-the-art AI technologies to develop customized solutions for our customers. Our expertise in implementing NLP models and other AI technologies enables us to offer innovative and effective solutions that create real added value. By automating the prioritization of support tickets, companies can not only save time and resources, but also increase user satisfaction through faster and more accurate processing.
Contact us to learn more about our projects and our approach. Let’s work together to take the efficiency and quality of your support processes to the next level.
This project was conducted as part of the i3systems AI Experts.
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