Automated Ticket Resolution with Ticket Intelligence

6 Mins to read

Automated ticket resolution with Ticket Intelligence

Introduction to Automated Ticket Resolution

Automated ticket resolution plays a crucial role in service desks since solving customer issues by providing comprehensive solutions, and additional information, and keeping your customers satisfied. However, service desks are overwhelmed by having to manually enter the monotonous ticket information from the mounting volume of customer requests.

This ends up leaving service agents burned out from sifting through cluttered knowledge articles and oftentimes resolving each ticket from scratch. If the increasing numbers of incoming requests are not handled quickly enough, there will inevitably be longer and longer wait times for your increasingly less satisfied customers. Ticket intelligence is the solution to your problems.

From AI Chatbots to AI Copilots

Some companies choose to implement enterprise chatbots as a quick way to provide 24/7 support, but that does not necessarily mean that the chatbot is using Artificial Intelligence (AI) to solve your customer’s unique problems. Adding more service agents might provide a temporary reduction in ticket resolution times, however, it isn’t a scalable customer support option.

To enable your service agents to resolve tickets faster and more accurately than ever before, the solution needs to be able to learn and grow with your organization, not just serve as an intermediary FAQ section. Enter Enterprise AI Copilot from Aisera, with Ticket Intelligence and Agent Assist, to change the game on both sides of the service desk equation.

Automated Ticket Resolution: Transforming Service Desk Operations

Ticket Intelligence is the use of AI for automated ticket resolution, streamlining the laborious, repetitive, and time-consuming processes of creating, classifying, and routing tickets to the right agents. Even today this is still a manual process, done by the service agents, who have to triage an ever-growing number of tickets.

From the time a customer reaches out, Ticket AI automatically creates, classifies, routes, and resolves incoming tickets with up to 90% accuracy across multiple channels, like chat, voice, or even SMS – all without the need for agent intervention. This is another example of Aisera’s best-in-class unsupervised AI in action.

When a ticket is unable to be auto-resolved, Ticket AI uses Ticket Intelligence to pass along the auto-filled ticket and the customer to the right agent based on the user request, customer sentiment understanding, customer, and user profile. Once the tickets have been assigned to the right agent, Ticket AI’s Agent-Assist is there to help the agent find the most relevant solutions in no time at all. Each and every suggested action comes with a predicted confidence interval for how well the proposed solution fits the customer’s needs based on what Ticket AI has learned from the resolution of similar tickets in the past.

Agent-Assist: Empowering Agents with Intelligent Insights

Agent-Assist also provides agents with an optimal set of next-best actions to resolve tickets efficiently. For solutions with lower confidence levels, agents can step in and manually address the issue when necessary. Agent-Assist is configurable and can be tailored to your organization’s unique needs, including setting a confidence threshold that determines when users are escalated to live agents.

The paradigm of work is evolving with rapid digital transformation, and companies need scalable solutions like automated ticket resolution to adapt to new challenges. The shift is no longer “Man vs. Machine” but “Man with Machine.”

Ticket AI enhances service agents’ capabilities rather than replacing them. It transforms agents into super-agents, acting as a reliable sidekick that supports them, provides actionable suggestions, and drives faster and more thorough resolutions. As auto-resolution rates improve through Ticket Intelligence’s ongoing learning, the system continues to observe interactions, incorporate new techniques, and expand its knowledge base. With Ticket AI, every resolved ticket feeds into a smarter future. It learns from history so your agents don’t have to repeat it.

Boosting Efficiency and Productivity with AI Copilots

After all, there are only so many hours in a day. With Ticket Intelligence and Agent Assist, service agents experience a 90% reduction in Mean-Time-to-Resolve (MTTR) and an 80% improvement in productivity through the use of AI copilots within the IT sector which we call it IT copilot.

Since Ticket Intelligence learns from every interaction, it can recommend similar tickets, related knowledge articles, and next-best actions, reducing bounce rates and misclassifications. The more requests it receives, the more it helps agents by auto-resolving frequent customer issues and finding other relevant ticket solutions

Empowering agents with ticket intelligence has boosted efficiency and productivity, while businesses implementing Ticket AI see a 90% decrease in service desk operating costs. Ticket AI also understands team performance, identifies areas for improvement, and coaches team members on best practices to speed up resolutions when an agent is involved.

Improved Customer Experience with AI Copilots

Customers experience drastically lower wait times, improved customer service metrics, and tailored solutions to their problems. Gone are the days of outdated decision trees and generic responses. Customers now benefit from an automated, personalized experience available whenever and wherever they need help. AI Service desks see a 70% increase in customer satisfaction.

Ticket AI isn’t just for external customers; it supports internal users as well. Whether using ServiceNow, Salesforce Service Cloud, Freshservice, Zendesk, or even Microsoft Teams, the Ticket Intelligence and Agent Assist functions of Aisera’s Ticket AI integrate seamlessly with your automated ticketing system of choice. Ticket AI takes care of the heavy lifting, allowing service agents to focus on delivering exceptional user experiences.

Conclusion

Automated ticket resolution with Ticket Intelligence, powered by advanced technologies like Agentic AI, is transforming service desk operations. By leveraging Ticket AI, businesses achieve significant efficiency improvements, reduced costs, and enhanced customer satisfaction.

Agentic AI takes automation to the next level with Enterprise AI Agents, providing intelligent, adaptive support that empowers agents while delivering seamless, personalized experiences for customers. This innovative approach ensures service desks are prepared to meet the growing demands of today and the challenges of tomorrow. Book a free AI demo to experience the power of Aisera’s Agent Assist today!