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Case Study - Ticket Tom transformeert de klantenservice bij een toonaangevend ICT-bedrijf
Wat is Ticket Tom?
Ticket Tom is een geavanceerde AI-gedreven oplossing ontworpen om support tickets automatisch en efficiënt op te lossen. Door gebruik te maken van machine learning en natuurlijke taalverwerking, biedt Ticket Tom 24/7 consistente en hoogwaardige klantenservice, helpt het bedrijven hun reactietijden te versnellen en draagt het bij aan een verhoogde klanttevredenheid. Specifiek bedoeld voor bedrijven die streven naar optimalisatie in klantondersteuning, fungeert Ticket Tom als een virtuele medewerker die zowel eerstelijns- als tweedelijns tickets efficiënt kan afhandelen.
Boek demo
Achtergrond
Het bedrijf in deze case study is een vooraanstaand ICT-bedrijf dat gespecialiseerd is in werkplekbeheer en ICT-beheer voor diverse ondernemingen. Een kernonderdeel van hun dienstverlening is het bieden van support aan klanten. Met een aanzienlijk aantal supportmedewerkers in dienst, was dit bedrijf voortdurend op zoek naar manieren om hun supportefficiëntie te verhogen en tegelijkertijd de kosten te verlagen.
De uitdaging
De voortdurende stroom van 1e en 2e lijns support tickets legde een zware last op het team van dit bedrijf . Het aanwerven van meer medewerkers was een optie, maar het zou ook de operationele kosten verhogen. Bovendien zocht het bedrijf naar een oplossing die zowel de reactietijd op tickets als de algehele klanttevredenheid kon verbeteren.
De oplossing
De introductie van Ticket Tom bood de perfecte oplossing voor de uitdagingen van dit bedrijf. In plaats van traditioneel te vertrouwen op menselijke supportmedewerkers voor elke binnenkomende ticket, Zorgt Instraa’s A.I. oplossing Ticket Tom voor het automatisch oplossen van zowel 1e als 2e lijns tickets.
De resultaten
Conclusie
Voor dit bedrijf werd Ticket Tom niet alleen een tool, maar een revolutionaire verandering in hoe ze hun klantensupport benaderden. Het bewees dat met de juiste AI-oplossing, bedrijven hun efficiëntie kunnen verhogen, kosten kunnen verlagen en tegelijkertijd een ongeëvenaarde klantenservice kunnen bieden.
systeemintegratie
TOPdesk
Voor optimaal resultaat hebben we gezorgd voor een naadloze integratie met TOPdesk. Het doel was om ervoor te zorgen dat Ticket Tom net zo efficiënt kon opereren binnen TOPdesk als een menselijke medewerker, maar met de extra snelheid en precisie die alleen een AI-oplossing kan bieden.
API-connectiviteit:
Door gebruik te maken van TOPdesk's open API, werd Ticket Tom geïntegreerd om rechtstreeks ticketgegevens te ontvangen en te versturen.
Ticket Triage:
Zodra een ticket binnenkomt, beoordeelt Ticket Tom de urgentie en categorie van het ticket en bepaalt of het automatisch kan worden afgehandeld of dat het moet worden doorgestuurd naar een menselijke medewerker.
Automatische Resolutie:
Voor bekende en herhaalde problemen kon Ticket Tom direct oplossingen uit de kennisdatabase van TOPdesk halen en deze aan de gebruiker presenteren, vaak binnen enkele seconden na ontvangst van het ticket.
Continue leren:
Door gebruik te maken van machine learning, analyseerde Ticket Tom voortdurend de tickets die het behandelde, en verbeterde het zijn prestaties en accuraatheid over de tijd.
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De Nieuwe Standaard in ICT-Support
What does a partnership with Innov8 look like?
A collaboration with Innov8 means seamless integration of A.I. in your business processes. We start with a thorough analysis of your current systems, followed by a tailor-made solution via API connections.
Your existing software remains unchanged, while our A.I. communicates with it effortlessly. Together we strive for optimization, efficiency and growth, with minimal disruption and maximum results.
We start by analyzing the entire workflow you want to automate.
After the analysis, we prepare a quote with a predetermined price for the A.I.
We then get to work building everything and integrating it into your company.
After everything has been completed successfully, the payment can be processed.
FAQs
View our most frequently asked questions. If you have any questions, please feel free
to contact the Innov8 Agency team.
Innov8 Agency specializes in developing AI-driven solutions that optimize business processes, leading to increased efficiency and cost savings.
Yes, regardless of size or industry, every business can benefit from AI automation. We offerboth tailor-made and ready-made solutions for various issues.
We use API connections to seamlessly integrate our AI solutions with your current systems, without major infrastructure adjustments.
Costs vary depending on the specific needs and scope of the implementation.
Contact us for a tailor-made quote.
Absolutely. Data privacy and security are of the utmost importance to us. We take all necessary measures to keep your data safe.
Many customers notice immediate improvements after implementation. However, the full impact often becomes more apparent after a few months of integration and adjustment.
Yes, we provide comprehensive training for your team and ongoing support to ensure you get the most out of our solutions.
Our team is constantly in research and development. We stay informed of the latest trends and apply this knowledge in our solutions.
Contact us via our contact page. One of our experts will then contact you as soon as possibleto discuss your needs and objectives.
Ticket Tom is an AI-driven solution designed to resolve support tickets automatically and efficiently, specifically for ICT management.
Ticket Tom is ideal for ICT companies that provide management services to other organizations and for companies that manage their own internal ICT department.
Ticket Tom is designed for easy and seamless integration, making it effortless to implement into your current IT support systems.
No, Ticket Tom acts as a powerful assistant that handles first-line and second-linetickets, allowing your team to focus on more complex issues.
Ticket Tom uses advanced AI algorithms that continuously learn from every interaction, ensuring accurate and timely solutions.
In rare cases where Ticket Tom is unable to resolve a ticket, the ticket is forwarded to a human agent for further handling.
Yes, Ticket Tom is built with the highest security standards and ensures strict data privacy and protection.
Thanks to the user-friendly integration, Ticket Tom can be fully operational within a few days in most cases.
Ticket Tom receives regular updates and improvements, with the system updating itself to always be at the forefront of the industry.
The costs of Ticket Tom depend on the specific needs and size of your organization. Contact us for a tailor-made quote.
Email Elly is an advanced AI solution designed to automatically analyze emails and perform appropriate actions or automations based on the email content.
Email Elly is designed to integrate seamlessly with most popular email providers, including Microsoft Outlook and Gmail. Implementation is simple and requires minimal technical intervention.
Yes, the security of your email data is our top priority. Email Elly uses advanced encryption technologies and complies with all modern data and privacy guidelines.
When a customer sends a quote request via email, Email Elly can recognize the content, extract the necessary information and then work together with Document Dan to automatically generate a quote based on preset templates and pricing structures.
Absolutely. Email Elly is flexible and can be customized to meet specific automation and analytics needs of your business.
For emails that cannot be processed automatically, Email Elly will forward them to a designated human agent for further action or review.
Email Elly is designed with a feedback mechanism. In the rare event of an error, it can be corrected and the system will learn from it to improve future performance.
Email Elly can automate a wide range of tasks including sorting emails, answering frequently asked questions, archiving documents, sending notifications and much more, depending on the parameters set.
Email Elly is regularly updated to introduce new features and security measures. Updates are rolled out automatically and require minimal user intervention.
The pricing model depends on the specific needs and scale of your business. Please contact our sales team for a tailor-made quote.
Chatbot Chad is an AI-powered chatbot designed by Innov8 Agency to automate customer service processes and provide real-time customer support.
Yes, Chatbot Chad is equipped with advanced language recognition and can communicate in multiple languages to serve international customers.
Through robust API connectivity, Chatbot Chad can seamlessly integrate with CRM systems such as Salesforce, access customer data and enable real-time interactions.
Yes, Chatbot Chad is designed to be available 24/7, providing customers with support at any time of the day.
Chatbot Chad uses machine learning. With every interaction he collects and analyzes data to continuously improve his performance.
Although Chatbot Chad can perform many tasks independently, for complex problems it can automatically create a ticket for human intervention.
The security of customer data is a top priority. Chatbot Chad uses advanced encryption technologies and best practices to keep all data safe.
Yes, in addition to customer service, Chad can also be programmed to automate various administrative tasks, such as generating quotes.
If Chad encounters a question he can't answer, he can either direct the customer to relevant resources or create a support ticket for further assistance from a human agent.
Contact the Innov8 Agency team for a tailor-made implementation of Chatbot Chad, tailored to the specific needs of your company.
Document Dan is an advanced AI-powered assistant specialized in automating and streamlining document-related tasks such as document creation, analysis, and management.
Document Dan helps create and analyze documents more efficiently and accurately, saving time, increasing productivity and reducing the chance of errors.
Yes, Document Dan is designed to integrate seamlessly with a variety of existing business systems and platforms.
Document Dan can process a wide range of document types, including reports, contracts, invoices, and more.
Document Dan uses advanced security measures to ensure that all information processed remains secure and confidential.
Absolutely. Document Dan offers customizable options to meet your company's unique requirements and workflows.
Document Dan offers highly accurate analysis functions thanks to advanced AI algorithms, ensuring reliable and insightful results.
Document Dan stands out for its advanced AI capabilities, ease of use, and flexibility to adapt to different business environments.
Contact our sales team for a demonstration and information about implementing Document Dan in your organization.
Yes, we offer extensive customer support and training to ensure you get the most out of Document Dan.
Recruiter Rachel is an advanced AI-powered recruitment tool that helps automate and streamline the hiring process, especially assessing and screening job candidates.
Rachel automates the applicant screening process by quickly and accurately analyzing resumes and cover letters, saving recruiters time and allowing them to focus on the most suitable candidates.
Yes, Rachel is designed to integrate seamlessly with various existing HR systems, ensuring a smooth workflow.
Certainly, Rachel was developed for ease of use and does not require any technical expertise to be used effectively.
By using AI and machine learning, Rachel minimizes human bias in the selection process, leading to a more objective and diverse candidate selection.
Rachel is built with strict security protocols and complies with all relevant privacy laws to ensure the confidentiality and integrity of candidate data.
Yes, Rachel's algorithms can be customized and trained to meet your organization's unique requirements and preferences.
Yes, recruiter Rachel is able to review application documents in any language.
Costs may vary depending on the plan and the specific needs of your organization. Please contact our sales team for a detailed quote.
You can easily request a demo via our website or test it yourself via the playground page.
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