Human intervention for ticket/incident resolution leads to higher cycle time and affects customer satisfaction.
High level of incident repetition in operations.
Amidst continuous budget cuts and pressure to improve performance, keeping service processes effective and under cost control is a challenge. The labor intensive nature of operations also results in higher cost. Pressure to continuously improve performance also results in human resource issues.
Due to the nature of repetition coupled with high volume, business operations are usually prone to human error, leading to increased resolution time and lack of efficiency.
Incident originates and gets logged in the Ticketing system
Incident data is in turn fed into the TACTiX system simultaneously
TACTiX triggers its AI component and performs the following:
Automatically categorizes incidents based on NLP algorithms and machine learning
Crawls through all knowledge repositories available
Arrives at exact resolution match or recommendation based on learning history and past system feedbacks
Support personnel is presented with top-matching recommendations and automation possibility along with related categories, root cause, and SOP
Post resolution, support personnel can schedule automated resolutions for similar incidents in the future and define the threshold for automation trigger depending on incident criticality
In case of automated resolution pathways, the system seamlessly integrates with other automation orchestration tools to resolve incidents from log and capture status while providing feedback
By integrating TACTiX with Operational Analytics engines, automation can also be trigged proactively ahead of incident occurrence based on trigger parameters and predictive analytics
Non-intrusive and works with existing systems
Continuously learns and improves outcomes
Uses multiple feedback and knowledge systems to continuously evolve and improve
NLP, machine learning, and text analytics to enable better decision making over time
Technology agnostic, plug-and-play framework for easy integration and quick set up
The AI engine can be trained quickly with minimum effort
Learn more about the advantages of our TACTiX platform…
Reduced mean time for overall diagnosis and repair.
Reduced SLA violations and reduced occurrence of prevalent failure types.
AI integration with service fulfilment and ticketing systems facilitates both reactive and proactive operation management. Over time, the evolved AI engine can also replace traditional SOP tools.
Existing resources can be freed up from repetitive tasks for value added activities.
Businesses can deal with changing customer requirements and market dynamics quickly without suffering operational setbacks.
Thank you for registering for the Work at Home Webinar scheduled for 22 April 2020. We will share the webinar details with you on your email address on 20 April 2020. Let’s connect soon!
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Thank you for registering for the webinar – Tech Mahindra Digital Process Transformation Capabilities. We have sent the webinar details to your email address.
So please mark your calendar for 02 April 2020, 11 AM CET | 3: 30 PM IST.