Aisera’s TicketIQ brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. TicketIQ empowers agents by recommending similar tickets, knowledge articles, and next-best actions.
By supporting service desk teams through historical ticket analysis and auto-classification of tickets, TicketIQ reduces MTTR, bounce rates, and ticket misclassification.
- Auto-resolve support requests across channels
- Automatically assign and route tickets to the right agents
- Recommend next-best-actions for ticket resolution
- Automate knowledge resolution and ticket resolution notes
- Agent coaching with AI-driven recommendations
Aisera’s TicketIQ automates the repetitive and time-consuming processes of creating, classifying, routing, and resolving service desk tickets for agents. TicketIQ’s ticket intelligence and agent-assist gives service desk teams 24×7 AI-powered guidance to quickly resolve issues and decrease mean-time-to-resolve (MTTR). TicketIQ integrates with existing ticketing systems to fully automate the opening and closing of tickets.
Auto-Resolve Support Requests
Automatically resolve support requests with the correct resolution derived from knowledge articles, macros/templates, historical tickets, and a high confidence level for predictions.
Auto-triage tickets by classifying, routing, and assigning tickets to the right service agent or teams thereby dramatically improving productivity.
Real-time intelligent guidance that suggests knowledge articles provides insights on similar tickets, ticket resolution notes, and offers next-best actions to help agents quickly resolve tickets assigned to them.
Continuous AI learning that learns from past resolved tickets provided by trusted agents to automatically close knowledge gaps and improve prediction accuracy for future requests.
Performance Analytics and Audit
Analyze the performance of ticket prediction accuracy and identify areas of improvement for agent coaching with out-of-the-box KPI’s and reports.