Automated incident management and customer support with AI

📌 Case:
A company with a high volume of support tickets needed to reduce response times and improve the assignment of incidents to the appropriate teams.

✅ Solution:
We developed an intelligent incident management flow, combining automation and generative AI, to evaluate each ticket and direct it to the corresponding area.

🔹 How does it work?

1. Ticket reception: A customer sends an incident or inquiry.

2. Automatic classification:

   • If it is a simple question, the generative AI responds with an immediate solution.

   • If it is a technical problem, it is assigned to the corresponding team.

   • If it is a critical case, it is escalated directly to a specialist.

3. Follow-up and closure: The customer is notified about the status of the ticket and is followed up until resolution.

🚀 Impact:

• Reduction of 50% in response times.

• Less operational burden on the support team.

• Greater satisfaction from customers receiving prompt and accurate responses.