A quick win with ML - Automating service ticket operations for Customer Support
Customer service ticket management is a key component of customer service. Especially large corporates often must manage countless service tickets or customer requests which require a lot of manual effort for classification, routing and processing. Squirro’s Service Insights solution is applying machine learning to automate this process. Incoming service tickets are automatically classified and related to products and request categories. Based on the service ticket content, key attributes are being predicted and tickets are automatically routed to the right resolution resources. Most often organizations are sitting on large amounts of manually processed and thereby classified service tickets. With this historical data, Squirro can automatically train ML classification models that predict key case attributes like related products or services without the need of a time-consuming manual model training process. Additionally, Squirro Service Insights provides context-specific auto-reply and self-help capabilities and overall leads to a further reduction of your costs to serve your clients.