Overview
A leading service organization faced significant challenges in ticket analysis due to erroneous data entry. To address this, the client took help from Odyss to develop an intuitive system capable of providing insights into ticket statuses and service performance using generative AI.
Problem Statement
Erroneous data entry resulted in over 50% of ticket categories being classified as others
Difficulty in analyzing tickets due to misclassification
Need for real-time information on agent performance and the status of open/resolved tickets
Business Goals
Eliminate erroneous data entry
Develop an intuitive system to classify ticket categories accurately
Enable real-time tracking and forecasting of ticket volumes
Solutions
- To tackle the issues mentioned above, Odyss helped the client leverage a web-based dashboard to visualize service performance and customer demands based on generative AI-driven analysis of tickets.
- In simpler terms, Odyss helped the client by employing Generative AI algorithms to analyze ticket contents, accurately determining the correct categories and resolutions. This automated classification significantly reduced the occurrence of misclassified tickets.
- The system also featured trend and pattern analysis, enabling the forecasting of ticket volumes and providing insights into agent performance. These insights enabled management to make informed decisions regarding capacity planning and resource allocation.
Outcome
Streamlined ticket analysis process leading to a 59% improvement in agent performance
Improved decision-making through real-time insights into agent performance and ticket statuses
Helped crafting effective problem-solving strategies
Impact
- The implementation of a generative AI-based ticket analysis system by Odyss had a profound impact on the client’s performance. The accurate classification of tickets allowed for a clearer understanding of the types of issues customers were facing, leading to more effective problem-solving strategies. The real-time insights into agent performance and ticket volume enabled the client to make decisions on the capacity.
- The forecasting capability provided by the system allowed the organization to predict the ticket volumes, ensuring that adequate resources were available to handle peak times without compromising service quality. This proactive approach to capacity management reduced response times and increased customer satisfaction.
- Overall, with the help of Odyss, the client was able to improve operational efficiency and enhance the quality of customer support.
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