Ticketing: How can AI improve email management?
1 Customer context and issues
The customer was experiencing a lack of follow-up in the management of e-mails received via the digiCONTACTS platform. These messages, often urgent, needed to be dealt with quickly by the relevant departments.
However, the lack of centralization and coordination between agents led to a loss of efficiency and a slowdown in collaborative working.
The project’s objective was clear: to unify exchange management on a single interfaceto offer teams a more fluid, collaborative and productive work experience.
2 The issues at stake and the challenges encountered
There were several challenges to be met:
- Design a coherent system for receiving, processing and tracking in the form of tickets.
- Develop an ergonomic and intuitive interfaceadapted to collaboration between agents.
Integrate an artificial intelligence dimension to automate the classification and allocation of tickets according to their content.
3 Our solution: Transform customer care into a fluid, collaborative process
The team chose to integrate a ticket management module directly within the digiCONTACTS solution.
This approach guarantees total centralization information and a natural natural coherence with the customer’s existing ecosystem.
The major innovation lies in the integration of an semantic analysis AIcapable of :
- Automatically classify incoming tickets according to message content;
- Extract key points from e-mails to provide agents with an immediate, clear summary.
This AI is based on customized promptsdesigned to generate precise analyses tailored to the business needs of each department.
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4 First results and customer feedback
Initial customer feedback has been very positive:
- Significant improvement in team responsiveness and productivity
- Reduced processing time thanks to automation
- Smoother collaboration between agents thanks to a common interface
The module can also be easily adapted to different organizational contexts, making this solution a versatile versatile and scalable.
5 Key factors for success
The strength of the project lies in the fusion of technology and user experience.
By combining the robustness of digiCONTACTSrobustness AI performance performance agent-centric ergonomicsthe customer now benefits from an intelligent, fluid solution solution focused on operational performance.
Internal interview: Ticketing in a customer context
Customer context
What was the customer's problem/project?
The customer was experiencing follow-up difficulties in managing e-mails received via the digiCONTACTS platform. Although these messages needed to be dealt with quickly, the lack of centralization and coordination between agents reduced the efficiency and fluidity of collaborative work.
The main objective was therefore to consolidate all operations onto a single platformto offer agents a more fluid, collaborative and productive working experience.
What's at stake?
The major challenges of this project were to :
- Design a coherent coherent system for receiving, processing and tracking e-mails in the form of tickets.
- Develop an ergonomic and intuitive interfaceto encourage collaborative working between agents in the same department or involved in the same ticket.
Integrating an innovative dimension thanks to artificial intelligenceto automate the classification and allocation of tickets according to their content.
The team's response
What solutions or actions have we implemented?
We have chosen to integrate the ticket management functionality directly within the digiCONTACTS solution.as an add-on module. This approach guarantees optimal centralization of information and consistency with the existing ecosystem.
What was the most innovative or differentiating aspect of our approach?
Rather than designing a simple, traditional ticket management system, our team chose to innovate by integrating a semantic analysis AI.
This artificial intelligence is capable of :
- Automatically classify incoming tickets according to message content.
- Extract key points from e-mails to provide agents with an immediate, clear summary of essential information.
This innovation is based on the use of personalized promptswhich guide the AI to produce precise analyses tailored to business needs.
Impact and follow-up
What initial results or feedback have we already seen?
Initial customer feedback has been very positive. The combination of the power of our management tool and the automation capabilities of AI has made it possible to achieve a very high level of efficiency. significant improvement in responsiveness and productivity and productivity.
What’s more, the module adapts easily to different organizational contexts, making it a versatile and scalable solution.
What do you think is the strength of this project?
The real strength of this project lies in the fusion of technology and user experience.
By combining the robustness of the digiCONTACTS platform with high-performance AI and an interface designed for agents, we have succeeded in offering an intelligent, fluid solution focused on operational performance. intelligent, fluid solution focused on operational performance..
Free demonstration
Improve your customer relations start today.