Automate Ticket Triage for Faster Case Resolution
When it comes to collecting and processing emails, social media messages, text messages, and other documents, the standards, processes, and capabilities for doing so can vary from enterprise to enterprise.
One common approach is to engage with this data through expensive, manual processes such as maintaining a generic mailbox that receives unstructured data in the form of requests for IT support or customer order inquiries. These mailboxes are monitored by an employee who must then determine how to classify each message and route it to the appropriate team.
There’s a better way.
Automate Manual Tasks With Robotic Process Automation
Our Automated Ticket Triage solution leverages robotic process automation (RPA) to automate the intake of service requests by accepting, extracting, and classifying data from email to create case tickets. A text analyzer provides sentiment, categorization, text extraction, and intent analysis of text-based content.
Automated Ticket Triage can integrate with visual recognition APIs or optical character recognition (OCR) technology to retrieve text from images and attachments. Cases are intelligently routed based on text entity, category, and sentiment analysis to the appropriate team members for further action. Cases are tracked through their full lifecycle for end-to-end visibility.
Deliver business results by automating high-volume processes to improve operational efficiency, ticket resolution times, and customer service.