INTRODUCTION
In the dynamic landscape of IT support, efficient incident management is crucial for ensuring smooth operations and customer satisfaction. Explore how Recode’s Gen AI-Powered BOT provides an optimal solution to address the common challenge of ticket bouncing, streamlining the incident resolution process and bringing transparency to ticket management.
CHALLENGES IN IT INCIDENT MANAGEMENT
As a rapidly expanding firm, addressing the resolution of ticket bouncing or hopping becomes a paramount concern for IT support engineers. The challenges include:
- Ticket hopping, where incidents or requests are passed between teams before resolution.
- Decreased end-user happiness and productivity with each ticket reassignment.
- Delays and inconsistencies due to missing historical information on similar incidents.
- Over 80% of incidents or requests being repeated issues, as per a recent survey.
RECODE’S SOLUTION TO EMPOWER SUPPORT ENGINEERS
Recode envisioned empowering support engineers to efficiently handle incidents and liberate their bandwidth for superior customer service. The Gen AI-powered BOT for incident resolution was introduced with a focus on:
- Managing service disruptions and restoring services within SLAs.
- Covering all aspects of incident management throughout its lifecycle for an appropriate resolution.
FUNCTIONALITY OF THE BOT
Integration with Client Systems:
- Ticketing Tool: ServiceNow
- Impacted Application: Salesforce
ServiceNow Portal Enhancements:
- Introduction of “Resolution Classification” and “Accept Resolution” options.
Automation Process:
- Utilizing historical data for similar incidents when clicking “Resolution Classification.”
- Auto-populating essential attributes like “Resolution Category, Resolution Sub-Category, Proposed Solution” with Gen AI expertise.
Workflow for Support Engineers:
- Agreement with proposed resolution triggers “Accept Resolution” for further steps.
- Utilizing Salesforce to filter and retrieve relevant opportunities.
Alternative Solutions:
- Non-agreement with proposed resolution allows selection from preloaded bots tailored to specific issues.
- “Supervised Machine Learning” engine provides alternative solutions and trains the Gen AI model for future situations.
Dedicated Bots for AARI Form:
- Recode offers dedicated bots to AARI form, enabling the support team to deliver resolutions with a single click.
BUSINESS OUTCOMES
Efficiency in Ticket Management:
- Positive outcomes in efficiently managing ticket hopping.
Streamlined Process:
- BOT develops a comprehensive “Data Repository” for resolved incidents, aiding rapid resolution and decreasing support team effort.
- Post-incident review facilitated using the “Data Repository” for closed incidents.
Benefits to the Business:
- Ensures compliance with SLAs, enhancing user experience.
- Improves service delivery, boosting employee productivity and satisfaction.
- Minimizes service interruptions, leading to overall cost reduction and time savings.
- Aligns IT operations with business needs, ensuring efficient change management and increased visibility with appropriate control.
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RECODE SOLUTIONS
India
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Phase 2, Chennai One IT SEZ,
Pallavaram – Thoraipakkam 200ft Road, Thoraipakkam, Chennai 600097
Ph: 044 6610 7300
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Email: info@recodesolutions.com
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