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E-mail and Ticket Classification
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Classifying e-mails and tickets into distinct categories has an important impact on help desks and service desks. Classification allows customer/user service and customer/user support departments to redirect categorized e-mails and/or tickets to the team with the appropriate expertise, creating scenarios where most inquiries are solved in one interaction and any dissatisfaction can be translated into a positive customer-agent experience. The results are noteworthy: saving service/support agent time and improving customer’s/user’s satisfaction.
Sorting e-mails/tickets to shorten response time, optimize the agent’s performance and increase customer/user satisfaction is time consuming and labor intensive; automation of these processes is not straightforward.
[/et_pb_text][et_pb_text _builder_version=”4.5.1″ text_font=”Josefin Sans||||||||” text_text_color=”#ffffff” text_font_size=”18px” text_line_height=”1.5em” link_font=”|600|||||||” link_text_color=”#fdcd67″ text_orientation=”justified” text_font_size_tablet=”” text_font_size_phone=”20px” text_font_size_last_edited=”on|phone”]Automation requires that technology understands the language, a difficult task given the complexity of natural language.
The combination of three billion e-mail users worldwide and significant expansion expected in the use of e-mails for business, as well as the exponential growth of professionals/employees working remotely, makes optimization of customer/user support and customer/user services of the utmost importance.
Sigma’s classifier product for help desk/service desk and e-mail classification uses deep learning to classify e-mails based on content, subject and sender in real time. It can be easily and quickly adapted to the specific characteristics of the service and provides 97% accuracy, outperforming other existing technologies and solutions. Full process automation or partial automation choices depend on preferences and data availability.
Partial automation is accomplished using tools that support human agents.[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.5.1″ _module_preset=”default” background_image=”https://sigmacognition.ai/wp-content/uploads/2021/02/A-Fondo-3.jpg” parallax=”on” parallax_method=”off” locked=”off”][et_pb_row make_equal=”on” module_class=”ti-video-btn” _builder_version=”4.5.1″ _module_preset=”default” column_structure=”1_2,1_2″ locked=”off”][et_pb_column type=”1_2″ _builder_version=”4.5.1″ _module_preset=”default”][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjEwMDgifX0=@” button_text=”Let’s Talk!” button_alignment=”center” _builder_version=”4.5.1″ _dynamic_attributes=”button_url” custom_button=”on” button_text_size=”16px” button_text_color=”#ffffff” button_bg_color=”#16284c” button_border_width=”0px” button_border_color=”rgba(0,0,0,0)” button_border_radius=”5px” button_font=”Josefin Sans|700|||||||” button_use_icon=”off” custom_margin=”||||false|false” custom_padding=”10px|30px|12px|30px|false|true” locked=”off” button_text_color__hover_enabled=”on|hover” button_text_color__hover=”#ffffff” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#16284c” button_bg_enable_color__hover=”on” button_border_color__hover_enabled=”on|hover” button_border_color__hover=”#147E77″ button_letter_spacing__hover_enabled=”on|hover” button_letter_spacing__hover=”0px” transform_styles__hover_enabled=”on|hover” transform_scale__hover_enabled=”on|hover” transform_translate__hover_enabled=”on|hover” transform_rotate__hover_enabled=”on|hover” transform_skew__hover_enabled=”on|hover” transform_origin__hover_enabled=”on|hover” transform_scale__hover=”103%|103%”][/et_pb_button][/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.5.1″ _module_preset=”default”][et_pb_button button_url=”https://sigmacognition.ai/wp-content/uploads/2021/07/Sigma-AI-applied-to-Service-Desk.pdf” url_new_window=”on” button_text=”One-pager” button_alignment=”center” _builder_version=”4.5.1″ custom_button=”on” button_text_size=”16px” button_text_color=”#ffffff” button_bg_color=”#16284c” button_border_width=”0px” button_border_color=”rgba(0,0,0,0)” button_border_radius=”5px” button_font=”Josefin Sans|700|||||||” button_use_icon=”off” custom_margin=”||||false|false” custom_padding=”10px|30px|12px|30px|false|true” hover_enabled=”0″ locked=”off” button_text_color__hover_enabled=”on|hover” button_text_color__hover=”#ffffff” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#16284c” button_bg_enable_color__hover=”on” button_border_color__hover_enabled=”on|hover” button_border_color__hover=”#147E77″ button_letter_spacing__hover_enabled=”on|hover” button_letter_spacing__hover=”0px” transform_styles__hover_enabled=”on|hover” transform_scale__hover_enabled=”on|hover” transform_translate__hover_enabled=”on|hover” transform_rotate__hover_enabled=”on|hover” transform_skew__hover_enabled=”on|hover” transform_origin__hover_enabled=”on|hover” transform_scale__hover=”103%|103%”][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section]