The latest Artificial Intelligence (AI) techniques is powering new solutions for handling customer services.
Do you get tonnes of customer service emails and your customer service team struggles to send those to respective departments under SLA time? Teams often spend significant time triaging – manually going through each ticket simply to determine what it concerns and who should handle it. This is not a scalable solution especially when we care so much about metrics like first response times, first contact resolution rates, and average time to resolution.
The C-TTS combines the power of natural language processing (NLP), machine learning (ML), and process automation (RPA) to triage incoming tickets to the respective departments within a service organization. The solution is automatically trained to recognize text patterns in the content of a ticket and decipher what the ticket is about. Based on the prediction about the context, the ticket can be assigned to the respective team. Sorting customer support tickets by content is one of the most mundane tasks. Centelon ticket triaging lets you automate that in minutes, thus leaving your employees time for the stimulating and thoughtful work – which is to develop relationships with your customers.