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Hyperautomation for support ticket classification

Automation is not new when it comes to customer support. But enhancing support using a combination of AI technologies is novel. That’s where the hyper part comes in.

How can you apply hyperautomation?

Use text classification (a subset of AI) to automatically categorise and assign support requests:  Typically, when a support request comes in, someone looks at it and routes it to the relevant team. With hyperautomation, you can automate this for faster response times while minimising human error. A typical customer with 5,000 tickets per quarter can save up to 450 hours by using this solution. The tool takes resolution time agreements into account.

Improve your service levels with machine learning: when our AI assesses a specific ticket assignment, it assigns it a specific confidence score. Employees can evaluate the confidence score to decide if the assignment should be automatic or if they need to interfere. Often, organisations set a threshold: any assignment with a confidence score above 50% can be automatically processed. The system trains a model with a feedback loop, so it constantly improves based on the confidence score. This enables you to improve service levels over time.

Start small and expand

Our solution has a low entry barrier. You can start small, using specific components in our suite, and expand as opportunities arise. Our solutions are delivered as an add-on. We support major ticketing systems like TopDesk, ZenDesk, Jira Service Desk, and Salesforce. If you use a different system, you can contact us to assess compatibility.

Why Visma Connect?

Our solution has a low entry barrier. You can start small, using specific components in our suite, and expand as opportunities arise. Our solutions are delivered as an add-on. We support major ticketing systems like TopDesk, ZenDesk, Jira Service Desk, and Salesforce. If you use a different system, you can contact us to assess compatibility.

Contact us

Visma Connect is the specialist in secure and reliable information exchange. We adhere to the highest standards in Information Security, Service Management and Quality Assurance. Use the button below or call us and ask for Steven Schouten.

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088-1161800