The System is connected to customer’s ticketing system. The Support System periodically or incrementally syncs up with the customer’s ticketing application and updates incident/support tickets and their status.
Every time a ticket comes in, the search engine had to be run on Support Knowledgebase. The engine populates apt/right solution(s) corresponding to the ticket description. The details of solutions are shown on user interface, to act upon the same.
Business Challenge
- However, with Support managers managing multiple engagements the overall volume of tickets to be searched becomes more for a day.
- For instance, if there were 50 new tickets raised from various sources to the Support manager in a day. Then this forces the manager to do a minimum of 50 searches manually, to identify if there are valid solutions in the knowledge base that can be applied or not.
- This is a cumbersome process that would take minimum of 30 minutes of support manager’s time every single day, to organize, allocate and follow-up their daily work using this search.
“Applying the Automation mode in right way is the key for Robotic Process Automation. Repeated process of human and systems can be eliminated to make things simpler and faster”
Avasoft Solution offered
- The traditional way of Robotic Process Automation involves looped hit mode at the –Search interface to achieve this. It is time consuming and inefficient. Hence this Robot mechanism was eliminated as it was not the right fit for this requirement.
- The right option to eliminate this heavy process was connecting the Search API of the engine directly for a process automation.
- That way the periodic sync with client ticketing systems, generating multiple tickets were searched using API.
- The search results that was populated at one stroke for support managers. Before the support manager reports to work all tickets get pre-searched and populated with respective solutions on their interfaces.
- This helps support manager to manage their job efficiently by spending more time on triaging, client calls, proper work delegation and above all meet the agreed SLA.
