Accelerate ticket life cycle
Tickets travel through the system faster. Your customers get their solution sooner.
fig. Model Performance — Brief overview of model accuracy and category distribution on a historical data sample. Tickets can get assigned to an agent, delegated if the agent isn’t available or left unassigned if the model confidence is below the desired threshold.
Shorten response and resolution time
Tickets are automatically processed and assigned to the person best equipped to deal with each issue.
fig. Threshold Setup — Adjustable between loose and very strict. “Loose” minimize the number of unassigned tickets while “Exact” minimizes assignment mismatch.
Reduce workload
Support agents spend less time sorting tickets. They spend more time helping customers.
fig. Agent Overview — Model Performance broken down by agent. Simulates the workload and performance based on historical tickets.