What Is AI Ticketing ? Definition, Benefits and Process

‍What is AI ticketing?

An AI ticketing is a software application that uses artificial intelligence (AI) technology to automate the process of managing customer support tickets. 

When a customer submits a query, the system uses natural language processing and machine learning technologies to understand customer issues, then categorises, prioritises, and routes tickets to the appropriate agents or resources. 

Challenges with manual ticket management

1. Inefficiency and time consumption

Manual ticket management typically involves repetitive tasks such as sorting, tracking, and updating tickets by hand.

This can be time-consuming, as employees need to manually enter data, search through paper records or spread sheets, and follow up on issues. As the volume of tickets increases, this process becomes slower and more prone to human error, leading to delays in response times and lower overall productivity.

2. Data entry errors

One of the biggest risks when it comes to managing tickets manually is human error. Sometimes, the people logging the tickets might make a simple mistake, like entering the wrong info, missing important details, or skipping a step. 

These little slip-ups can cause all sorts of problems, such as confusion among the team, wrong solutions being provided, or missed follow-ups.

3. Lack of centralised data

In a manual ticketing system, customer data might be stored in different formats, such as spreadsheets, physical files, emails, or even across different departments or tools. This makes it hard to view a complete and up-to-date profile of the customer.

Support agents, when they receive a query, may not have a clear understanding of the customer's history, previous interactions, or preferences, which can result in a less personalised experience.

4. Restricted support channels

Another problem with manual ticket management is that your customer support is generally confined to specific locations, like in-person offices or over the phone during limited hours. This means customers are bound by time and location when trying to resolve issues.

What’s more, these systems don’t typically offer service through modern digital platforms, such as mobile apps or social media, which are essential for meeting today’s customer expectations. Without an intuitive, round-the-clock platform, customers are left facing a more complicated process, which can lead to frustration and missed opportunities.

Benefits of AI ticketing system

Now that we’ve covered the challenges of manual ticketing, let’s shift focus to the numerous benefits an AI-powered ticketing system offers. Starting with:

1. Boost work efficiency 

One of the primary benefits of AI ticketing systems is their ability to improve operational efficiency. The system can handle the entire process of creating, sorting, and prioritising tickets, so you and your team don't have to do all the repetitive tasks by hand.

Additionally, it can provide intelligent suggestions or auto-responses for common queries, reducing the time you spend on each individual case. This helps businesses scale their customer support efforts and focus on things that matter.

2. Increase customer satisfaction 

Another significant advantage of AI ticketing systems is the improvement in customer satisfaction. These systems can analyse past tickets and customer preferences to offer personalised solutions to each user’s unique needs.

Plus, because AI works 24/7, your customers will always receive support, even outside of regular business hours. This helps you build stronger relationships with your customers, as they feel important and looked after.

3. Cost saving

Implementing an AI ticketing system can lead to significant cost savings for businesses. By automating routine tasks, such as ticket sorting, status updates, and basic troubleshooting, companies can reduce the need for a large customer support team.

This allows businesses to allocate resources more effectively, investing in higher-value tasks and areas where human expertise is needed. 

How does an AI ticketing system work?

1. Ticket creation and routing

Tickets can be created from multiple channels like email, chat, social media, or web forms. Advanced AI algorithms then analyse each query to assign it to the most suitable agents or teams based on their expertise, availability, or the urgency of the issue.

For routine questions, the system uses self-service tools like FAQs or chatbots to provide instant answers.

2. Unified inbox for agents

Once a ticket is assigned to an agent, it shows up in their unified inbox. This central view gives agents access to all the relevant information about the customer’s request, which in turn helps them manage tickets more efficiently and ensure no queries are overlooked. 

For example, you can gain access to detailed customer profiles, including their interaction history and purchase details, through the system’s integration with CRM tools. 

Plus, the system’s AI also assists agents by suggesting relevant knowledge base articles, troubleshooting guides, or response templates to resolve issues quickly.

3. Automated responses

Automated responses significantly improve the speed and consistency of customer support. When a ticket is received, the system can instantly send an assurance message stating that their concern is being addressed.

Moreover, through using AI assistant tools like Mevrik AI Assist, you can get contextually appropriate suggestions to respond to customers. These suggestions are crafted based on the ticket’s content, the customer’s history, and similar resolved cases. 

AI-powered writing tools can help support teams refine their responses. These tools can suggest edits to make sentences shorter, longer, more formal, or more conversational, depending on the context.

4. Escalation management

In customer support, not all issues can be resolved at the first point of contact. Some queries are complex, require specialised expertise, or demand urgent attention due to their critical nature.

Most AI ticketing systems come with a side conversation feature that lets agents start side conversations with subject matter experts, managers, or other teams within the ticket interface.

When a ticket is assigned to a new agent or team, both agents and escalated team members receive real-time alerts to ensure they are aware of the new responsibility. For example, any changes, such as new customer replies, added notes, or deadline adjustments, trigger alerts to keep all involved parties informed.

5. Automated Customer Feedback 

After resolving a ticket, the system automatically sends a satisfaction survey to the customer via email, SMS, or app notification. The feedback is analysed to identify trends, track customer satisfaction scores, and pinpoint areas for improvement. 

Over time, this data helps train the AI models, enhancing the accuracy of ticket categorisation and the quality of agent recommendations.

Final Thoughts

Great customer experience is key to keeping your customers happy and loyal. When customers reach out for help, they want quick, accurate, and friendly support. If you can’t deliver, they might get frustrated and look elsewhere.

Mevrik AI Ticketing makes it easy to give your customers the best support possible. It automates ticket assignment, gives smart suggestions for requests, and works 24/7 to help your team respond faster. Sign up today.

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