AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

What is AI ticketing?

AI ticketing is the use of artificial intelligence in managing customer support tickets. It automates the ticketing process, from categorizing and prioritizing to routing and resolving inquiries, making customer service more efficient.

Benefits of AI ticketing

AI ticketing enhances the support process by handling tickets faster and more accurately. This leads to quicker resolutions, improved customer satisfaction, and allows human agents to focus on more complex issues that require a personal touch.

Key features of AI ticketing

Automated categorization: Quickly sorts and categorizes incoming tickets based on content and urgency.
Intelligent routing: Directs tickets to the appropriate department or agent, ensuring efficient handling.
Self-learning: Continuously improves through machine learning, adapting to new types of inquiries and evolving service needs.

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https://www.neople.io/glossary/ai-ticketing

Chatbot

A chatbot is a software application designed to simulate conversations with human users, often used for customer service and support.

Chatbot engagement rate

Chatbot engagement rate measures how often users interact with a chatbot, indicating its effectiveness in engaging customers.

Contact centers

Contact centers are centralized offices where customer interactions are managed across various communication channels, including phone, email, and chat.

Conversational AI

Conversational AI refers to technologies that enable computers to simulate human-like conversations, enhancing customer interactions.

Cost per ticket

Cost per ticket refers to the average expense incurred by a company to resolve a single customer service request or inquiry, helping evaluate support efficiency.

Customer effort score

Customer Effort Score (CES) measures how easy it is for customers to interact with a company, often linked to customer satisfaction and loyalty.

Customer experience

Customer experience encompasses every interaction a customer has with a business, shaping their overall perception and satisfaction.

Customer retention rate

Customer retention rate measures the percentage of customers who continue to do business with a company over a specific period, reflecting customer loyalty and satisfaction.

Customer service performance metrics

Customer service performance metrics are key indicators used to evaluate and improve the effectiveness of a customer support team.

Customer support automation

Customer support automation refers to the use of technology to handle routine customer inquiries, freeing up human agents to focus on more complex tasks.

Deflection rate

Deflection rate measures the percentage of customer inquiries resolved through self-service options or automated systems, reducing the need for human intervention.

Delivery delays

Delivery delays occur when goods or services are not delivered on time due to various factors like logistical issues, supply chain disruptions, or adverse events.

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