Now essential for establishing a relationship of trust with customers, the ticketing system has, for some time now, been associated with artificial intelligence. But what are the advantages to be gained from this association?
What is ticketing?
Ticketing is a tool with multiple functions, whose primary role is to handle user requests. In companies, it enables agents to respond quickly and efficiently to these requests. Also known as software for processing anomalies, requests and incidents, it is accessible online. To make a request or report a problem, the customer is invited to write a message via one of the available channels. The agent then receives the message and responds, and the progress of the problem resolution is tracked until the ticket is closed.
The ticket system, which first appeared in the IT departments of companies, has gradually spread to other sectors. Its advantages are manifold:
- better organisation;
- easier communication;
- hierarchical queries;
- problems solved more quickly;
- a more personalised agent / customer relationship;
- recorded exchanges;
- etc.
The association between AI and ticketing for multi-channel management
As communication channels continue to grow and diversify, more and more agents are finding it difficult to solve their clients’ problems. The age of some interfaces combined with the multiplicity of systems and applications tends to create chaos in the customer service organisation. It is from this observation that the idea of associating the ticketing system with artificial intelligence was born. This association makes it possible to gather comments, e-mails, web form messages and exchanges with a chatbot or live chat in the same place. All the exchanges are converted into a ticket, which provides more information and a context to facilitate the work of the agents. Adding the AI dimension to the tickets results in a unified multi-channel communication, which is much easier to manage on a daily basis.
The result is immediate: customers are more satisfied thanks to a better follow-up of their requests, and agents are more productive. The company can therefore afford to escalate the number of incoming contacts according to the demands and challenges.
AI and ticketing for tailor-made customer service
In addition to improving agent productivity, the combination of artificial intelligence and the ticketing system allows the company to improve its image. Because tickets are automatically created regardless of whether they come from an email or live chat, they allow for unified information and faster processing. Helped by the provision of information and the setting up of a context, the agents have all the cards in hand to resolve customer queries more quickly and adequately. Round trips and conversations with personalised answers are an excellent way to build customer loyalty and trust.
Artificial intelligence and the natural language barrier
While the multi-channel ticketing tool offers many advantages, this is only possible if the artificial intelligence is able to understand the natural language used by the users. And this understanding is not yet accessible to all types of AI. Indeed, only AI enriched with NLP (Natural Language Processing) technology can be associated with such a tool. The NLP aims to improve the natural language comprehension capacity of AIs. It focuses on the interpretation of what humans write or say and makes every effort to identify their intentions. It is this automatic processing of written or spoken language that not only improves interactions with clients, but also moderates content and classifies information.