Solving It

Prodapt integrated the platform with our new AI-driven system to automate ticket management.The system leverages AI/ML to classify tickets based on the level of complexity in resolution. The system achieves this by analyzing recurring issues, common error types, and similarities in ticket attributes, based on past data comprising customer history, troubleshooting records, and service and trouble details from an advanced IT Service Management (ITSM) platform.

Based on this classification, the solution triggers automated remediation using predefined rules to resolve data discrepancies such as incomplete customer information, incorrect service addresses, and duplicate records. For instance, if an order repeatedly fails due to a specific data error, the system automatically fixes it by correcting or completing the missing fields.

Complex tickets that require extensive troubleshooting, specialized knowledge, or coordination among multiple teams are handled differently. For instance, an enterprise customer's order needing a custom network configuration with advanced routing is classified as a complex ticket and assigned to the relevant service teams.

A unified framework was developed to standardize ticket-handling and ensure consistent procedures across service teams. By integrating Standard Operating Procedures (SOPs), Prodapt helped the client achieve consistent, efficient troubleshooting and resolution processes.