AI Powered Omnichannel Ticket Resolution

Client

Features

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Overview

To improve efficiency, response time, and customer satisfaction, we developed an AI-powered Omnichannel Ticket Resolution Agent for a customer support company. This AI-driven system automates ticket categorization, resolution recommendations, chatbot-driven responses, and real-time escalation, significantly reducing manual workload while improving support quality. The AI Agents dynamically analyze customer queries across multiple platforms, ensuring faster and more accurate resolutions.

Who is the Client?

Our client is a large customer support outsourcing company that provides helpdesk solutions for e-commerce, SaaS, and enterprise businesses. Their existing support system was overloaded with customer queries, leading to delayed responses and inefficient ticket handling.

What was the Problem?

The company’s manual customer support process faced several inefficiencies and business risks:

1. Slow Response Times & High Workload

• Support agents manually categorized and responded to tickets, causing delays.
• High ticket volume led to backlogs, frustrated customers, and SLA violations.

2. Inefficient Ticket Routing & Escalation

• Tickets were often misrouted, causing delays in resolution.
• No clear system to determine which tickets needed immediate human intervention.

3. Poor Customer Satisfaction (CSAT) Scores

• Customers waited too long for responses, leading to low satisfaction ratings.
• Repetitive queries wasted agent time, reducing efficiency.

4. Lack of Consistency in Support Responses

• Different agents provided inconsistent answers, leading to customer confusion.
• No centralized knowledge base for standardized replies.

5. High Operational Costs

• Hiring more support agents to handle increased ticket volume was unsustainable.
• The company needed a scalable, cost-effective support solution.

What was the Solution?

To address these inefficiencies, we developed and deployed an AI-powered Omnichannel Ticket Resolution Agent, fully automating ticket categorization, resolution, and escalation handling.

The AI-Powered Solution Included:

1. AI-Powered Ticket Categorization & Routing – AI automatically:

• Understands intent and categorizes tickets into relevant departments.
• Assigns priority levels based on urgency and sentiment analysis.
• Routes complex queries to human agents while resolving simpler ones automatically.

2. Automated Responses with NLP-Powered Chatbots – AI handles:

• Common customer queries with accurate, real-time responses.
• Pre-trained knowledge base lookups for FAQ-type tickets.
• Multi-language support, ensuring seamless customer communication.

3. Self-Service & Knowledge Base Integration – AI:

• Automatically suggests relevant help articles for self-service solutions.
• Creates & updates FAQs based on ticket trends.

4. Sentiment Analysis & Smart Escalation – AI:

• Analyzes customer sentiment to prioritize dissatisfied customers.
• Routes escalated issues to the most experienced agents for fast resolution.

5. Omnichannel Integration – AI consolidates tickets from:

• Email, chat, social media, WhatsApp, SMS, and helpdesk portals.
• CRM & support platforms (Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, etc.).

The Process Followed

Step 1: Requirement Gathering & Support Workflow Analysis

• Conducted a deep analysis of customer support workflow.
• Identified common issues in ticket routing, escalation, and resolution.
• Defined AI-driven automation and escalation rules.

Step 2: AI Model Training & Development

• Trained NLP models on past customer tickets & interactions.
• Developed machine learning models for:
  🔹 Ticket categorization & priority detection.
  🔹 Sentiment-based escalation tracking.
  🔹 Conversational AI for chatbots & automated email responses.

Step 3: AI Agent Development & API Integration

• Built an AI-powered omnichannel support bot that integrates with:
  🔹 Helpdesk & ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
  🔹 Live chat & chatbot platforms for automated messaging.
  🔹 CRM & analytics tools for customer behavior tracking.
• Implemented automated ticket routing and smart agent assignment.

Step 4: Deployment & Real-time Ticket Resolution Automation

• Deployed AI-powered bots to handle repetitive customer queries.
• AI dynamically adjusted ticket priority and auto-responses based on workload.
• Automated real-time monitoring of CSAT scores & support performance.

Step 5: Performance Monitoring & Customer Support Dashboard

• Built an AI-powered analytics dashboard to provide:
  🔹 Live tracking of ticket volume & response times.
  🔹 Agent performance & customer sentiment insights.
  🔹 Automated suggestions for FAQ updates based on query trends.
• Enabled manual overrides for critical issue escalations.

“The AI-powered support automation system has completely transformed how we handle customer queries. Our response times have dropped drastically, and our agents now focus only on complex issues. Customer satisfaction has improved significantly!”

Business Impact & Results

1. Faster Ticket Resolution & Improved SLA Compliance

• AI reduced response time by 80%, resolving basic queries in real time.
• Automated ticket routing improved first-contact resolution rates by 40%.
• SLA compliance improved, ensuring faster resolutions for urgent issues.

2. Reduced Workload on Human Agents

• AI handled 70% of repetitive tickets, freeing agents for complex cases.
• Agent productivity increased, allowing the same team to handle more volume.
• AI-powered knowledge base integration reduced repetitive support queries.

3. Higher Customer Satisfaction (CSAT) Scores

• CSAT scores improved by 30%, thanks to faster responses and accurate answers.
• Sentiment analysis ensured unhappy customers were prioritized for support.
• Automated follow-ups kept customers updated on their queries.

4. Cost Savings & Scalability

• Support cost per ticket reduced by 50% due to automation.
• AI handled large spikes in ticket volume without adding staff.
• Seamless scaling during peak periods (holiday seasons, product launches, etc.).

Conclusion

The AI-powered Omnichannel Ticket Resolution Agent is a game-changer for customer support teams. By automating ticket handling, chat responses, and sentiment-based escalations, the company achieved faster response times, higher CSAT scores, and reduced operational costs.

This case study serves as a blueprint for support teams looking to optimize helpdesk operations through AI-driven automation.

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