Customer Care

Use supervised learning algos to classify tickets for processing by agents and by automated agents. Identify immanent ticket issues for creation of new procedures, new categories as well as pre-emptive handling.

Customer ticket volume is greater than 10,000 per day. The tickets were classified into a set of categories. Call center agents are trained in skills which pertain to the respective categories. The skill-based routing automation cuts processing times. A large proportion of tickets can be automatically handled. A significant number are manifestations of issues that were predicted to be likely to result in tickets. These could then be pre-empted.