AI-Powered Ticket Automation: the case for it & the behind-the-scenes
Learn all about the why, what and how of this important AI tool. Plus meet Alex, our Product Manager behind Ticket Automation.
In this Video
Customers crave positive interaction with brands. According to Microsoft’s 2020 Global State of Customer Service, 90% of customers value their experience as one of the top priorities in remaining loyal to a brand. In fact, 58% of them readily sever ties with the brand in case of poor customer experience.
And their expectations keep growing year over year. Within the age groups 18-34 and 34-55, a big majority (70% and 57% of customers, respectively) expect the quality of customer service to increase this year compared to the previous one.
From having their issues solved efficiently, to the holistic, omnichannel experience, and expectations of around-the-clock availability, customers have become more demanding of brands.
To stay on track, brands need to ensure that their customer service is built around addressing customer needs in a scalable manner.
And to help global brands take customer centricity further, we’ve just launched ticket automation. Using the same advanced NLP technology we use for chat and adapting it to ticketing, it reduces the number of repetitive tasks your customer service agents have to handle, in order for them to focus on more complex tasks.
In this blog we'll talk more about the importance of ticket automation. Hear it from our very own Product Manager Alex, then read on for the why, what and how of this important AI tool.
The Current Status of Email Ticketing
Given customers’ increasing demand to obtain information quickly, email is getting left behind by brands, as more and more customers turn to chat and voice.
Handling emails manually clogs up the ticket backlog, requires time-consuming manual processes and rests solely on human availability to deliver a satisfying customer experience.
Brands that still rely on email as the single source of intake of customer requests often need to employ local teams so that they ensure somewhat better coverage and availability of customer service for customers around the globe. Then there is the issue of language, which also requires finding the top customer support talent in the local language.
While this may work for companies whose nature of service comes with a low load of customer requests weekly, brands that want to stay competitive in the market cannot afford to deliver a subpar experience to their customers. To empower both their customer success teams and their customers, brands need to establish efficiency throughout the customer journey.
Flaws of Traditional Ticket Automation Tooling
One bar higher than the purely manual emails handling are traditional, rule-based ticketing systems. These pieces of software work based on defined, often too rigid or broad keywords, which not only leads to inaccuracy in sorting incoming requests, but also leads to customer frustration and feeling of being treated as a request, rather than holistically—as a customer with specific needs, requirements with a history of relationship with the brand.
To overcome these rigid and imprecise ticket routing mechanisms, we’ve integrated the power of our AI-engine with our new AI-powered ticketing system to understand the intent behind more specific queries that are difficult to correctly route with traditional tags. This way, brands can set in place automated ticketing that is able to respond to customer-specific needs, while allowing agents to focus on higher-value work.
In addition to imprecise routing, most of traditional ticketing systems are difficult to integrate with other company systems and sources of information, which in turn led to clunky integrations or the need for manual retrieval of information. And more alarmingly, they are difficult to work with the rising number of channels that customers use to interact with the brands.
Finally, while ticketing systems did improve the time to address incoming requests and provide some degree of clarity in grouping incoming requests based on predefined rules, they have started to fail behind the increasingly sophisticated customer requests, where customers expect to interact with the brand naturally, often in their mother tongue, and certainly in real-time.
Why Consider AI-powered Ticket Automation
To deliver an excellent customer experience, brands need to ensure that each part of interaction with customers is context-based and meaningful for the people they serve.
The same Microsoft’s study also found that one of the top frustrations among customers is the lack of knowledge on the agent's end, and the need to repeat information more than once during the interaction. A whopping 75% of customers want the agent to know who they are and their purchase history—an expectation that has remained steady over the last five years and that signals the importance of having information retrieval synchronized and automated.
In addition to removing the manual, repetitive work from agents and streamlining ticketing operations by enabling instant access to crucial information, AI also helps deliver a context-based (self)service, something that 86% of customers expect, before striking a conversation with a live agent.
Backed by NLP and intent understanding, AI-powered ticketing serves as an underlying structure that can process customers’ inquiries, decipher their needs and serve the required information, all without the involvement of a live agent, across all channels, from chats to emails. As NLP empowers agents from end-to-end of the ticketing process, we’ve woven these same features from our chat capabilities to our brand new ticketing system, identifying the intent behind a customer request, and thus automating the process and removing the manual, repetitive tasks, such as sending the forgotten password emails to customers.
Where manually sent emails and traditional rule-based ticketing fail short, AI-powered ticketing systems provide across-the-board support that attunes to the customer. With AI, emails can be automated so that each incoming request is properly tagged according to the customer need, their case updated with the most recent information and requests, and finally, an automated reply with contextual information is sent to the customer. This helps speed up the process of serving a customer and reducing the backlog of outstanding tickets, while removing the errors of manual work, and thus ensuring high-quality interaction.
But that’s not the full extent of AI ticket automation. In fact, we believe that the best customer experience comes as a result of blending virtual and human assistants. While AI takes away repetitive tasks that simply need to be done, it also creates space for human agents to cater to more empathetic tasks, genuinely engaging with customers and delivering meaningful value to them.
Where traditional ticketing systems had troubles integrating with other legacy software, AI can support integration and thus base its actions based on historical data. For instance, your AI-ticketing system could be tied to Zendesk, or Salesforce, and have easy access to historical data, which helps better understand and address customers’ incoming requests.
And this is just one part of the AI capabilities. If you serve a multilingual customer base, you can repeat this process for each language group. With a robust NLP engine, you can cater to the needs of all your clients in their native language, thus removing language barriers and producing vital information to the customer and alleviating their frustration.
As a result, your inbox gets de-congested, ticket handling times are slashed, and ticket backlogs are kept at bay. This in turn allows your customer team to instead focus on more strategic, high-value work that helps rethink and improve the customer journey even further. And finally, as your team is freed from mundane, repetitive work, they can deliver a better customer experience and ensure your customer base stays loyal.
At ultimate.ai, we deliver an AI-powered ticket automation system that caters to your customer base and provides intelligent support 24/7, while removing the need for manual repetitive work and unlocking potential for more strategic, high-impact work, while turning your customer agents into enablers.
Start to fast track your tickets, reduce your backlog, and improve your customer service today.
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