AI Powered Ticket Routing and Prioritization Workflow Guide

Intelligent Ticket Routing and Prioritization

1. Ticket Generation

1.1 Customer Interaction

Customers initiate support requests through various channels such as phone calls, emails, live chat, or social media.

1.2 Data Capture

Utilize AI-driven tools like Zendesk or Freshdesk to automatically log customer interactions and extract relevant information from the communication.

2. Ticket Analysis

2.1 Natural Language Processing (NLP)

Implement NLP algorithms to analyze the content of the ticket. Tools such as IBM Watson or Google Cloud Natural Language can be used to understand customer sentiment and intent.

2.2 Categorization

Automatically categorize tickets based on predefined categories (e.g., billing, technical support, service outages) using AI tools like ServiceNow or Salesforce Einstein.

3. Ticket Prioritization

3.1 Urgency Assessment

Leverage machine learning models to assess the urgency of each ticket based on factors such as customer history, issue type, and sentiment analysis.

3.2 Priority Assignment

Assign priority levels (high, medium, low) to tickets using AI algorithms to ensure critical issues are addressed promptly. Tools like Zoho Desk can assist in this process.

4. Intelligent Routing

4.1 Skill-Based Routing

Utilize AI to route tickets to the most suitable agents based on their skills, availability, and past performance. Tools like LiveAgent can facilitate this routing process.

4.2 Automated Escalation

Implement automated escalation procedures for high-priority tickets that have not been resolved within a specified timeframe, ensuring timely attention from senior agents.

5. Resolution and Feedback

5.1 Ticket Resolution

Agents utilize AI-powered knowledge bases (e.g., Helpjuice or Guru) to access relevant solutions quickly and efficiently, facilitating faster resolution times.

5.2 Customer Feedback Collection

After ticket resolution, automatically send surveys to customers using tools like SurveyMonkey or Typeform to gather feedback on their experience.

6. Continuous Improvement

6.1 Data Analysis

Analyze ticket resolution times, customer feedback, and agent performance using business intelligence tools like Tableau or Power BI to identify areas for improvement.

6.2 AI Model Refinement

Continuously refine AI models based on collected data to enhance ticket routing accuracy and prioritization effectiveness over time.