Generative AI
Generative AI for automated ticketing systems in customer service outsourcing
In a busy customer service environment, where every ticket needs prompt attention, having the right technology is crucial. An omnichannel service desk converges diverse channels, such as emails, phone calls, chatbot messages, and social media messages, into a cohesive platform.
However, a service desk is much more than a reactive tool. Gen AI-enabled ticketing system improves collaboration, scales personalised service and provides valuable customer feedback and performance metrics.
This article explains the current challenges of service desks and the benefits of generative ai in ticketing systems.
Current challenges of service desk for ticketing management
According to a report, helpdesks take an average of 24.2 hours to provide an initial answer to the client. This is because traditional ticketing systems depend on inputs from phone calls and emails without a self-service portal with Gen AI automation. Here are some of the current challenges –
- Inefficient workflows – Data entry, manual approvals, and routing the tickets slow down resolution. The team must manually decide how to route the tickets, causing delays and confusion.
- Repetitive tasks – Studies show that up to 50% of calls to a service desk are for password resets. Without automated ticketing, requests go for manual intervention, wasting the precious time of customer service agents.
- No self-service – Without a self-service portal, the customer service team is overwhelmed with calls and emails. Often, the waiting times for the caller are long for issues as minor as software installation, configuration, connectivity errors, etc.
- Limited context – Manual understanding of each ticket causes errors and delays in resolution. There are multiple email and phone call exchanges, and the customer is annoyed by repeating the same story to different agents.
- Reactive support – There are no proactive ways to detect issues resulting in high call volumes and customer complaints. As a result, the customer service and IT teams are firefighting most of the time.
- Unresolved backlog – With a massive backlog of tickets, conversations are lost in emails and CRM systems. This leads to delayed resolution and dissatisfied customers.
What is Gen-AI ticketing?
Gen AI-powered ticketing leverages artificial intelligence (AI) and machine learning (ML) to automate and streamline workflows, significantly boosting efficiency. This advanced system makes it easy to generate, sort, prioritise, and allocate tickets. Additionally, Gen AI automates customer conversations, identifies trends, and enhances the overall customer experience (CX).
Moreover, AI driven ticket management can detect and learn from trends, helping customer experience teams deliver personalised service. By understanding customer sentiment, these systems can also route and resolve tickets more effectively.
Benefits of AI-powered ticketing systems
Generative AI in ticketing systems is fast becoming a necessity for service desks that want to provide exceptional CX and lower the burden on their staff. Here are its benefits –
Lower operational costs
Deliver high-quality and volume of customer service with your existing staff. For example, a chatbot can answer frequently asked questions and automatically raise and allocate tickets if necessary. Conversational AI works around the clock and gives the customer personalised service.
You can switch from expensive 1-1 phone calls to multiple cheaper digital channels and service several customers simultaneously.
Higher agent productivity
Upskill the agents and involve them in critical tasks that require decision-making. Let Gen-AI resolve repetitive tasks such as statement downloads and general enquiries. Generative AI in ticketing system automatically creates, sorts, and allocates the tickets to suitable agents based on their expertise, availability, and handling capacity. Additionally, AI-driven ticket management provides real-time analytics and insights, helping to optimise workflows and improve overall efficiency.
Gen-AI helps agents respond to customers quickly, reducing the time-to-resolution (T2R) from several minutes to a few seconds.
Improved scalability
With generative ai in ticketing systems, you can scale up or down quickly without hiring a temporary support team. You can keep the ticket volumes in control without compromising on the quality of service.
The self-service portal significantly scales up customer service without the need to involve agents. If a customer needs assistance, an AI bot can show relevant articles for the customer to read. You can also use Gen-AI to create self-help content for customers.
Quality assurance
Studies show that 51% of customers prefer to interact with bots for issues that require immediate assistance. The service desk can extract and analyse customer interactions from the AI bot and analyse it to improve service and reduce manual work in the future.
How can Infosys BPM help?
The Infosys BPM Gen-AI, a business operations platform, is a tailor-made and ready-to-use solution for forward-looking service desks. It accelerates value creation for enterprises and drives AI-first digital operations for automated ticketing.
Read more about generative ai for business AI driven ticket management by Infosys BPM.