Automated ticket categorization with Artificial Intelligence
Automated ticket categorization with Artificial Intelligence
Version 1.0 - 01/02/2024
Introduction
Starting from the 7th of February 2024 call center agents managing the following countries, will be helped and assisted by Artificial Intelligence during the ticket categorization:
EN - AUSTRALIA
EN - CANADA
EN - GREAT BRITAIN
EN - NEW ZEALAND
EN - UNITED STATES
ES - SPAIN
ES - MEXICO
FR - CANADA
FR - FRANCE
IT - ITALY
The new automated ticket classification will involve two specific ticket categorizations in C4C.
The below ones don't have to be manually selected by the agent
Service Category
Cause Category
Call center agents, currently managing the following countries: Italy, France, Spain, United States, Canada, United Kingdom, Australia, and New Zealand, are asked to fill in only the following categorization levels:
Object category*
Resolution category*
The following ones have to be selected by the agent:
Guidelines for Call center agents
Step 1
Verify if you are currently working on a ticket that involves the above countries list and provide the proper answer to the consumer’s question.
Step 2
Categorize the below categorization field: Object category and resolution category
NOTE
You won’t see any warning message if you do not complete the service and the cause category (see print screen below).
=> The ticket is completed, and the system is highlighting only the mandatory categorizations.
Step 3
Product field section
The mandatory product is now linked to the object category (level 2). So that will be requested by the system for the following reasons.
NOTE
We highly recommend an accurate use of the categories. Any inaccuracy will be detected by the AI as it analyzes the content of the ticket and determines if there will be a miscategorization that will result in a missing product/error.
Step 4
This step is for voice agents only, as email agents will automatically have the ticket information filled in the description field.
Telephony Tickets
Is really important that the description/summary of a call is detailed, the most accurate as possible and more than 30 characters, elsewhere the Artificial Intelligence will NOT classify the ticket so you will be obliged to categorize them manually.
(This is an example to show you a good telephony transcript for the AI to analyze.)
Completed / not categorized tickets
This task is aimed at identifying all the COMPLETED tickets without categorization that wasn’t analyzed by the AI. On a weekly basis, the call center supervisor is asked to collect all those tickets (a specific report will be created) and reassign for completion