AI-Powered Ticket Resolution
Streamlined Support
AI-powered system streamlines ticket creation and resolution, connecting customers with experts through conversations.
The challenge was to create a sophisticated AI-powered ticketing system that could streamline the entire support process, from initial customer contact to final resolution. The system needed to accurately interpret customer issues, refine problem descriptions, assign the most appropriate experts, and provide guided resolution steps.
Additionally, the platform had to seamlessly integrate with existing technical documentation, be scalable to handle a large volume of tickets, and maintain high accuracy in natural language processing and expert matching.
Our Approach
We developed a comprehensive solution to address the unique needs of modern technical support:
Discovery & Research
- Analyzed existing ticketing systems and their limitations.
- Studied support workflows to identify key improvement areas.
- Explored best practices in AI-driven conversational interfaces and natural language processing.
- Investigated integration possibilities with various knowledge bases and technical documentation.
Design Thinking
- Created user personas for customers and support experts.
- Developed wireframes and prototypes focusing on intuitive ticket creation and resolution interfaces.
- Designed features to enhance the efficiency of problem refinement and expert assignment.
- Incorporated feedback from support professionals through multiple iterations.
Agile Development
- Implemented rapid prototyping and iteration cycles.
- Prioritized features based on support industry requirements and user feedback.
- Conducted continuous testing across various support scenarios.
- Planned for scalability to accommodate growing ticket volumes and knowledge base expansion.
Technology Stack
- Frontend: React.js for a responsive and dynamic user interface.
- Backend: Node.js with Express.js for robust API development.
- AI and NLP: Integrated OpenAI's ChatGPT for intelligent conversation handling.
- Embedding: Leveraged OpenAI's Embed API for text vectorization and semantic search.
- Vector Database: Utilized Pinecone for efficient storage and retrieval of vectorized data.
- Database: MySql for flexible data storage.
- Cloud: AWS for scalable and secure infrastructure.
Solution
Cygnis delivered a comprehensive, AI-powered Conversational Ticketing System, addressing the essential needs of modern technical support operations and enhancing customer satisfaction.
Intelligent Ticket Creation
User-friendly interface for customers to report issues, with AI-driven conversation for problem refinement.
Automated Expert Assignment
Lightning-fast search functionality across all connected cameras and imported video sources.
Intelligent Alerting System
Smart matching of refined tickets to the most suitable experts based on problem type and expertise.
Guided Resolution Process
Step-by-step assistance for experts, suggesting potential solutions and resolution approaches.
Technical Manual Integration
Seamless access to relevant technical information during the resolution process.
AI-Powered Conversation
Natural language processing for accurate understanding and refinement of customer issues.
Knowledge Base Leveraging
Efficient utilization of existing technical documentation for faster issue resolution.
Customizable Workflows
Flexible system allowing for the creation of custom support processes and expert assignment rules.
Performance Analytics
Comprehensive reporting tools for tracking support efficiency and identifying improvement areas.
By combining cutting-edge AI technology with a deep understanding of support industry needs, we delivered an innovative, feature-rich solution that's transforming how businesses handle customer issues and technical problem-solving.
The platform's success has already set new standards in the support industry, promising to reshape how organizations approach customer service and technical assistance on a global scale.
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