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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 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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