Intelligent Trouble Ticket Management

Intelligent Trouble Ticket Management

The Customer Services & Delivery Management division of a large telecommunications company asked Target Reply to develop AI/ML models to be integrated into the Trouble Ticket Management system to evolve it into an 'Intelligent Trouble Ticket Management' system.

THE CHALLENGE

Optimize service desk activities with IPA

The customer's main objectives were the following:

  • automate and speed up the process of creating trouble tickets starting from receiving emails

  • minimize the effort dedicated by the Service Desk to managing those emails that can instead be managed by an automatic and intelligent process

  • increase customer satisfaction thanks to the reduction of response times in the management of requests sent by email.

Suboptimal response times to emails can reduce customer satisfaction and violate compliance with agreed SLAs.

The Service Desk dedicates a lot of effort to managing emails that could instead be much faster and more effectively managed by an Intelligent Process Automation (IPA) solution.

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The Benefits of Intelligent Trouble Ticket Management

Target Reply Roma has developed an Advanced Intelligence service based on a 'data repository' open to feeding with internal and external data, on which to build 'augmented analysis' tools capable of simplifying the customer's operational processes.

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-50% in the average response time to emails compared to human operators

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+20% increase in the email-to-ticket conversion ratio

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Solution's architectural framework ready to be reused also for other processes/domains