Case information: All data related to service requests in system to track resolution to customers’ issue which contains details about issue, customer, and support agent
Call logs: All information related to the conversations between customer and agent irrespective of medium (email, chat, or call)
Depot data: Data collected from partners about disposition of parts, for example if parts could have been fixed by software fix or if there was a fault with the part
System logs: Logs collected on the client’s system to capture events happening onsite for effective troubleshooting
Device and parts data: Information related to system stack, parts, and devices that customers are using in the asset
All information from these data sources is preprocessed and brought at a service request level to train models to predict the right resolutions using intelligence.