In this white paper, we present a text classification solution known as Intelligent Case Classification (ICC) to assist categorization and grouping of various technical issues faced by customers related to their Dell products.
Dell Support generates millions of text records weekly through interactions with customers using different communication channels including email, phone conversations, and chat. Critical information related to each interaction (also known as a support case) is logged in textual format through a complex Customer Relationship Management (CRM) system. Manually sifting through large volumes of case logs (logged textual data) to extract insights such as the identification of most frequently occurring issues is tedious and time-consuming.
ICC automates the process of classifying these case logs into a hierarchical issue taxonomy using Natural Language Processing (NLP) and Machine Learning (ML). ICC facilitates the identification and analysis of the intents and root causes behind customers contacting Dell Technologies and enables profiling of issues. The introduction of a standardized issue taxonomy helps identify issue patterns, trends, and their correlation to various processes and tools so that effective issue preventive strategies can be implemented. Moreover, precise identification of technical issues helps to identify and predict different actions or resolutions steps that can be taken to resolve issues.
Overall, ICC improves customer experience by reducing average handling time for support agents leading to improved operational efficiency. This is done by tracking the issues that need to be fixed and thereby improving the resolution time. surfacing trends and patterns of issues so that strategies can be developed to address and prevent such issues.