2Service Request AI Agents

In this case study, we use:

• Service Request Triage Agent: This AI agent lessens the resolution time drastically by categorizing and evaluating incoming SRs to ensure they contain sufficient information for effective processing. This AI agent:
  • Understands customer issue and intent
  • Identifies and requests for additional information
  • Classifies SR to its right product and category
  • Detects SR severity and customer sentiment
• Service Request Resolution Agent: This AI agent reduces the human agent workload and handling time by responding with recommended resolution steps. This AI agent:
  • Searches for knowledge articles related to the incoming SR
  • Searches for similar SRs for the resolution steps
  • Generates a summary of solution steps suitable to send to the customer
  • Recommends a solution to the customer after human agent review