Streamlined Customer Service Ticket Response Process

Issue:

The customer service tickets volume for a digital communications firm was substantial and each ticket required a person to respond manually. The customer service representative’s process required going through multiple systems to respond to and close a ticket. Oftentimes, the representatives had sticky notes on their screen to copy and paste the same response to multiple tickets as there were many repetitive questions and the process was time consuming and clunky. There was also lost time due to some customer services tickets being assigned to more than one representative.


Solution:

Utilized natural language processing and classification modeling to categorize 80% of tickets to ~20 FAQs. Results were delivered through a tool that automatically populated the drafted responses so the representatives could close tickets quicker and more seamlessly.

Optimize allocation of the tickets assigned to each customer service representative to further streamline the process using linear programming.


Impact:

$200K annual cost savings due to ~10% reduction in time to close tickets with streamlined approach - decreased response time, eliminated duplicative ticket assignments, and resulted in fewer tickets submitted.