[et_pb_section fb_built=”1″ _builder_version=”4.5.1″ _module_preset=”default” background_image=”https://sigmacognition.ai/wp-content/uploads/2021/05/bg-sigma3.jpg” custom_padding=”60px||43px|||” animation_style=”slide” animation_direction=”top” background_last_edited=”on|phone” background_color_gradient_end_tablet=”rgba(0,42,71,0.44)” background_color_gradient_end_phone=”rgba(0,42,71,0.44)” background_color_gradient_overlays_image_tablet=”off” background_color_gradient_overlays_image_phone=”off” locked=”off”][et_pb_row use_custom_gutter=”on” gutter_width=”2″ make_equal=”on” module_class=”service-ti-sub” _builder_version=”4.5.1″ _module_preset=”default” width=”90%” width_tablet=”90%” width_phone=”90%” width_last_edited=”on|tablet” max_width=”1210px” max_width_tablet=”90%” max_width_phone=”90%” max_width_last_edited=”on|desktop” custom_padding=”0px||0px||true|”][et_pb_column type=”4_4″ _builder_version=”4.7.7″ _module_preset=”default”][et_pb_text _builder_version=”4.5.1″ _module_preset=”default” header_font=”Josefin Sans|700|||||||” header_text_align=”center” header_text_color=”#ffffff” header_font_size=”60px” header_line_height=”0.9em” header_2_font=”Alata|700|||||||” header_2_text_align=”center” header_2_text_color=”#ffffff” header_2_font_size=”40px” header_2_line_height=”1.5em” header_3_font=”Alata|600|||||||” header_3_text_align=”center” header_3_text_color=”#000000″ header_3_font_size=”54px” header_3_letter_spacing=”-1px” custom_margin=”30px||||false|false” header_3_font_size_tablet=”” header_3_font_size_phone=”35px” header_3_font_size_last_edited=”on|phone”]
Incident Classification
[/et_pb_text][et_pb_text _builder_version=”4.5.1″ text_font=”Josefin Sans||||||||” text_text_color=”#ffffff” text_font_size=”20px” text_line_height=”1.5em” text_orientation=”center” text_font_size_tablet=”” text_font_size_phone=”20px” text_font_size_last_edited=”on|phone”]How Business Intelligence AI technology can help route technical incidents and support requests.[/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” locked=”off”][et_pb_row column_structure=”1_2,1_2″ use_custom_gutter=”on” gutter_width=”1″ make_equal=”on” module_class=”ser-img-text” _builder_version=”4.5.1″ _module_preset=”default” background_enable_image=”off” width=”90%” max_width=”1170px” max_width_tablet=”90%” max_width_phone=”” max_width_last_edited=”on|phone” custom_padding=”0px||0px||true|false” locked=”off” width__hover_enabled=”on|desktop”][et_pb_column type=”1_2″ module_class=”ds-vertical-align” _builder_version=”4.5.1″ _module_preset=”default” background_enable_image=”off” animation_style=”slide” animation_direction=”left”][et_pb_image src=”https://sigmacognition.ai/wp-content/uploads/2021/03/C-3-Incident1.jpg” alt=”Incident classification assistant” title_text=”C-3-Incident1″ align=”center” _builder_version=”4.5.1″ _module_preset=”default”][/et_pb_image][/et_pb_column][et_pb_column type=”1_2″ module_class=”ds-vertical-align” _builder_version=”4.5.1″ _module_preset=”default” background_enable_image=”off” custom_padding=”60px|60px|60px|60px|true|true” custom_padding_tablet=”” custom_padding_phone=”30px|30px|30px|30px|true|true” custom_padding_last_edited=”on|phone” animation_style=”slide” animation_direction=”right”][et_pb_text _builder_version=”4.5.1″ _module_preset=”default” header_2_font=”Josefin Sans|700|||||||” header_2_text_align=”center” header_2_text_color=”#ffffff” header_2_font_size=”25px” header_3_font=”Livvic|700|||||||” header_3_text_align=”center” header_3_text_color=”#ffffff” header_3_font_size=”36px” header_3_line_height=”1.3em” module_alignment=”center” custom_margin=”||21px|-31px|false|false” custom_margin_tablet=”-10px||||false|false” custom_margin_phone=”-10px||||false|false” custom_margin_last_edited=”on|phone”]
The Challenge
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There was a large number of technical incidents and support requests that were routed to the wrong expert group. This increased the time to resolve incidents and the waiting times. Also, users had to explain the problem several times until the call was transferred to the right team. So, consequently, user satisfaction was low.
The client had a large database of incidents and support requests together with the solutions and the team that resolved them.
Sigma’s Classifier can recognize the different incidents and route them to right support team, saving time and increasing efficiency and user satisfaction.
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Once the data was ready, Sigma’s classifier learnt from the examples and started to route the incidents and support requests.[/et_pb_blurb][/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.5.1″ _module_preset=”default” background_enable_color=”off” background_image=”https://sigmacognition.ai/wp-content/uploads/2021/03/database.jpg” background_position=”bottom_right” custom_padding=”40px|25px|40px|25px|true|true” animation_style=”slide” link_option_url=”#” border_radii=”on|5px|5px|5px|5px” box_shadow_style=”preset1″ box_shadow_vertical=”0px” box_shadow_blur=”48px” box_shadow_color=”rgba(0,0,0,0)” box_shadow_color__hover_enabled=”on|desktop” box_shadow_color__hover=”rgba(162,162,162,0.5)”][et_pb_divider show_divider=”off” _builder_version=”4.5.1″ _module_preset=”default” height_tablet=”200px” height_phone=”200px” height_last_edited=”on|phone” locked=”off”][/et_pb_divider][/et_pb_column][/et_pb_row][et_pb_row column_structure=”1_2,1_2″ use_custom_gutter=”on” gutter_width=”2″ make_equal=”on” module_class=”ser-img-text” _builder_version=”4.5.1″ _module_preset=”default” width=”90%” width_tablet=”90%” width_phone=”90%” width_last_edited=”on|tablet” max_width=”1210px” max_width_tablet=”90%” max_width_phone=”90%” max_width_last_edited=”on|desktop” custom_padding=”0px||0px|||” locked=”off”][et_pb_column type=”1_2″ module_class=”ds-vertical-align” _builder_version=”4.5.1″ _module_preset=”default” background_color=”#ffffff” background_enable_image=”off” background_position=”bottom_right” custom_padding=”40px|25px|40px|25px|true|true” animation_style=”slide” link_option_url=”#” border_radii=”on|5px|5px|5px|5px” box_shadow_style=”preset1″ box_shadow_vertical=”0px” box_shadow_blur=”48px” box_shadow_color=”rgba(0,0,0,0)” box_shadow_color__hover_enabled=”on|desktop” box_shadow_color__hover=”rgba(162,162,162,0.5)”][et_pb_image src=”https://sigmacognition.ai/wp-content/uploads/2021/03/support.jpg” alt=”help support” title_text=”support” _builder_version=”4.5.1″ _module_preset=”default”][/et_pb_image][/et_pb_column][et_pb_column type=”1_2″ module_class=”ds-vertical-align” _builder_version=”4.5.1″ _module_preset=”default” background_color=”#ffffff” custom_padding=”40px|25px|40px|25px|true|true” animation_style=”slide” link_option_url=”#” border_radii=”on|5px|5px|5px|5px” box_shadow_style=”preset1″ box_shadow_vertical=”0px” box_shadow_blur=”48px” box_shadow_color=”rgba(0,0,0,0)” box_shadow_color__hover_enabled=”on|desktop” box_shadow_color__hover=”rgba(162,162,162,0.5)”][et_pb_blurb title=”The Outcome” url=”#” content_max_width=”100%” _builder_version=”4.5.1″ _module_preset=”default” header_font=”Josefin Sans|700|||||||” header_text_align=”center” header_text_color=”#00223f” header_font_size=”20px” header_line_height=”1.5em” body_font=”Josefin Sans||||||||” body_text_align=”left” body_text_color=”#00223f” body_font_size=”18px” body_line_height=”1.5em” module_alignment=”center” animation=”off” border_width_right_image=”8px” border_color_right_image=”rgba(0,0,0,0)” header_text_color__hover_enabled=”on|desktop” header_text_color__hover=”#1273EB”]
Sigma’s classifier had an important impact on the performance of the support teams. It reduced:
- The incident classification error by 50%
- The time spent in classifying each incident by 60%.
- The agent training time by 75%
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See More Uses Cases – Sigma Business Intelligence
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