Problem statement
Users frequently submit tickets that don’t align with their actual needs, causing confusion within the service desk. This misalignment results in Inefficient resource allocation as service desk personnel spend extra time diagnosing and reallocating tickets. Consequently, resolutions are often delayed, potentially impacting service quality and customer satisfaction.
Solution Overview
It begins by fetching the relevant ticket data required for the categorization process. The heart of our system lies in Its integration with an ML model enriched with GenAl capabilities. The model conducts a thorough analysis of the ticket description. Based on this analysis, it precisely evaluates and assigns the correct category to each ticket, streamlining the categorization process.
Benefits
- Decreased Effort: Removes the need to reassign Incorrectly submitted tickets to the correct group.
- Improved Resource Allocation.
- Faster Resolution: Tickets are resolved more quickly.
- Higher Customer Satisfaction