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.