Customer Service Ticket Routing and Escalation Automation
This use case automates the management of customer service tickets by analyzing incoming requests, categorizing them by urgency and topic, and routing them to the appropriate teams. Automated escalation procedures ensure that high-priority issues are addressed swiftly, enhancing customer satisfaction and operational efficiency.
How It Works:
1. Ticket Submission: Customers submit support tickets via email, web forms, or chatbots.
2. Ticket Analysis: Natural Language Processing (NLP) and sentiment analysis assess the content and urgency.
3. Categorization & Prioritization: Tickets are automatically categorized (e.g., billing, technical support) and prioritized.
4. Routing: The system routes tickets to the appropriate department or team.
5. Escalation: Tickets that remain unresolved within predefined timeframes are escalated automatically.
6. Resolution & Feedback: Tickets are closed once resolved, and customer feedback is collected.
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