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Empowering Support Agents with Next Best Action Recommendations
Introduction Methodology Solution Architecture
Architecture
Data
Architecture
Reaction and feedback Conclusion Key takeaways References

Data

Data

  • Information about data sources

    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.