neticle Text Analysis

CRM & ERP integration

PROBLEM

One of the most common ways to deal with issues and product malfunctioning is a ticketing system. Tickets contain lots of useful information in an unstructured way, it’s enough to think about how much text is usually inputted to describe at best the issue that needs to be solved. Automated workflows generally, cannot handle this amount of data correctly. Besides being time-consuming, ticket recording and routing, often turn into an inefficient process: tickets are not prioritized well and not always forwarded to the right department.

SOLUTION

Automated text analysis of tickets can give them category values, topic labels, and sentiment scores. By combining these structured data items, it’s possible to set up rules for the forwarding and prioritizing. This way you can lower the response time and ensure the responsible person will be notified automatically within the workflow.

Implementation steps illustration
Kick-off workshop

3 hours

Kick-off workshop to understand ticket categories and patterns recognized by key colleagues.

Implementation steps illustration
Analysis

1 week

Analysis of historical ticket database to set up frequent patterns and routing rules.

Implementation steps illustration
Implementation

1 week

Implementation of the rules to the default Text Analysis engine. Monthly review of the rules and ticket traffic to keep updated the routing algorithm.

OUTCOME

As a result, you can reduce ticket closing time and guarantee a better overall customer experience. Monthly reports will allow the management to focus on the weaknesses of the team, and provide a suitable education program.

CRM & ERP integration illustration

Contact Us!

Address:
1082 Budapest, Leonardo da Vinci u. 41. (2. em. 14.)

Registered seat:
1213 Budapest, Vető u. 10.

If you have
business related questions:
Photo of Péter Szekeres
Szekeres Péter

Co-founder & CEO
[email protected]
+36 70 701 6488

If you have
technology related questions:
Photo of Zoltán Csikós
Csikós Zoltán

Co-founder & CIO
[email protected]
+36 70 624 6955