Generative AI + Specialized AI Community Challenge IT Tickets Classification and Providing the Resolution

[pradeep_ch (Pradeep Chinnala)]

Generative AI + Specialized AI Community Challenge IT Tickets Classification and Providing the Resolution

Use Case Description

Pushing intelligence and integrating explainable tools in the new generation of ticket-management systems is crucial for supporting customer-support activities. To this aim, I defined a comprehensive ticket classification and Resolution framework, which integrates With ServiceNow and AI-based interpretation techniques to help with the Classification and Provide the Resolution Process to the End user.

Implementing an IT ticket classification model in UiPath’s AI Center offers several advantages for IT service desk operations:

1. Efficiency and Automation
2. Consistency
3. Cost Savings
4. Improved Customer Satisfaction
5. Prioritization
6. Enhanced Productivity etc.

Overall, implementing an IT ticket classification and providing a Resolution Framework in UiPath’s AI Center brings about efficiency gains, improved service quality, and cost savings, making it a valuable asset for IT service desk operations.

AS-IS WORKFLOW, TO-BE WORKFLOW

Other information about the use case

Industry categories for this use case: Information Technology

Skill level required: Intermediate

UiPath Products that were used: UiPath Studio, Action Center, AI Center, Orchestrator

Other applications that were used: ServiceNow

Other resources: NA

What is the top ROI driver for this use case?: Improve customer experience

[loredana_ifrim]

Hi @pradeep_ch thank you for submitting your use case. Don’t forget to share it on your social media followers to cast their vote for your use case! Votes will be counted till November 10, 2023 Stay connected .

[pradeep_ch (Pradeep Chinnala)]

Will do that, Thank you…! @loredana_ifrim