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How can you use AI to automate and improve your technical support tickets?

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Technical support tickets are a common way for customers to communicate their issues and requests with your product or service. However, managing and resolving them can be a challenging and time-consuming task, especially if you have a large volume of tickets or complex problems. How can you use artificial intelligence (AI) to streamline your ticketing process, enhance your customer satisfaction, and reduce your operational costs? In this article, we will explore some of the benefits and applications of AI for technical support tickets.

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1 AI-powered ticket classification

One of the first steps in handling a technical support ticket is to classify it according to its type, priority, and urgency. This can help you assign the right agent, category, and workflow to the ticket, and ensure a faster and more accurate response. However, manual classification can be prone to human errors, inconsistencies, and delays. AI can help you automate this process by using natural language processing (NLP) and machine learning (ML) to analyze the content and context of the ticket, and assign the appropriate labels and tags. This can save you time, improve your efficiency, and reduce your backlog.

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Justin Melton

Sentinel of Cyber Security | Ruler of Reboots | Sultan of Spreadsheets | Deployment Dynamo | Forescout Phenom Fixing Feeble Frameworks @PSSG | Chief Chaos Coordinator & Master of Mayhem @Meltonia Security & Services
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The AI/ML element that is a significantly disruptive force in technology is assuredly also poised to reduce the number of tier 1 “ticket takers” who currently perform simple triage. This is a bit of a concern not because AI and ML will not do as good of a job, which I think it can and probably will be more efficient. For young technologists, the opportunities to make mistakes in a position that isn’t mission critical is a humbling aspect of the careers of many veterans in IT and should be addressed by companies implementing these technologies today… do so in a manner that doesn’t see young people shy away from the industry because getting your foot in the door is harder due to the AI implementations becoming standard for tier 1 roles. M

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Tyrone Harris

Senior IT Support Specialist at Community and Economic Development Association of Cook County
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AI powered ticket classification is a good thing because it can help automate and expedite the process of sorting and routing customer support tickets based on various criteria, such as topic, service request vs incident, or urgency, For a small IT team this can improve response time and customer satisfaction, by allowing agents to focus completing tickets and engaging with end users instead of the administrative task of ticket routing and ITSM management.

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2 AI-powered ticket routing

Another important step in managing a technical support ticket is to route it to the best agent or team for resolution. This can depend on factors such as the agent's availability, skills, expertise, and performance. However, manual routing can be inefficient, ineffective, and frustrating for both customers and agents. AI can help you optimize this process by using data and algorithms to match the ticket with the most suitable agent or team, based on their profile, history, and feedback. This can improve your customer satisfaction, agent productivity, and resolution rate.

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Micah Smith

VP, Community, Learning & Dev Relations @Automation Anywhere and Lover of all things #Automation #GenerativeAI, and #DocumentAutomation
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Nothing is more frustrating than a customer service/support experience that goes straight into a “I don’t understand” or “you’ll need to contact us by phone for help”. As large language models continue to mature, they will be able to effectively determine tone and intent to more effectively move the request toward an expedited (and hopefully automated) resolution.

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3 AI-powered ticket resolution

The final and most crucial step in handling a technical support ticket is to resolve it in a timely and satisfactory manner. This can involve providing accurate information, troubleshooting, guidance, or solutions to the customer's issue or request. However, manual resolution can be costly, labor-intensive, and variable in quality. AI can help you enhance this process by using chatbots, knowledge bases, and predictive analytics to provide automated or assisted responses, suggestions, or actions to the customer or the agent. This can reduce your resolution time, increase your customer loyalty, and lower your support costs.

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Micah Smith

VP, Community, Learning & Dev Relations @Automation Anywhere and Lover of all things #Automation #GenerativeAI, and #DocumentAutomation
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AI is especially great for determining intent, but AI can only go so far towards resolution of a ticket. Complimentary technologies like automation/API/RPA platforms fill a gap here to enable the end to end automated resolution of tickets, regardless of underlying technology.

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4 AI-powered ticket feedback

One of the best ways to measure and improve your technical support performance is to collect and analyze feedback from your customers and agents. This can help you identify the strengths and weaknesses of your ticketing process, and implement improvements or changes accordingly. However, manual feedback collection and analysis can be tedious, biased, and incomplete. AI can help you streamline this process by using sentiment analysis, text mining, and natural language generation (NLG) to automatically solicit, extract, and summarize feedback from your customers and agents, and generate insights and recommendations. This can enhance your quality, consistency, and innovation.

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5 AI-powered ticket optimization

One of the ultimate goals of using AI for technical support tickets is to optimize your ticketing process, and achieve the best possible outcomes for your customers, agents, and business. This can involve continuously monitoring, evaluating, and adjusting your ticketing process, based on data, metrics, and goals. However, manual optimization can be complex, slow, and limited. AI can help you accelerate this process by using reinforcement learning, neural networks, and deep learning to automatically learn from your ticketing data, and optimize your ticketing process, based on your objectives and constraints. This can boost your performance, efficiency, and competitiveness.

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How can you use AI to automate and improve your technical support tickets?

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5

1 AI-powered ticket classification

2 AI-powered ticket routing

3 AI-powered ticket resolution

4 AI-powered ticket feedback

5 AI-powered ticket optimization

Technical Support

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How can you use AI to automate and improve your technical support tickets?

1

2

3

4

5

1 AI-powered ticket classification

2 AI-powered ticket routing

3 AI-powered ticket resolution

4 AI-powered ticket feedback

5 AI-powered ticket optimization

Technical Support

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