Handle large number of requests with an automated ticket system
Automated ticket classification reduces unnecessary human effort and improves operational efficiency.
With the growing volume and increasing complexity of service desk issues, it is important that issues are sent to the right department right away. Automating the ticket system reduces unnecessary human effort and improves operational efficiency.
By automating the ticket classification the system automatically documents and processes all issue-related interactions allowing for a high level of collaboration. This results in faster resolution of both simple and complex issues.
By handling all service requests, the assistant saves over 800 hours annually and freeing uptime of the service desk to focus on more rewarding tasks. Additional to the time-saving, the chatbot increases user satisfaction since it reduces the resolution time ensuring service requests can be processed instantly.
The virtual assistant not only helps by answering knowledge-based questions but also redirects users to the self-service portal. Since the virtual assistant is self-learning, it increases its performance and accuracy through the use of the employees.
See Case StudyFor this case, a chatbot was built that makes use of conversational automation, RPA and machine learning. The solution was designed to optimize communication between employees and the service desk.
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