A recent study by Quocirca drills down on incidents that plague Customer Support organizations.
The study, entitled Damage Control: The Impact of Critical IT Incidents, noted:
“_Duplicate and repeat incidents are a persistent problem. Ninety-seven percent say their event management process leads to duplicates, where multiple incidents are created for the same IT problem; 17.2% of all incidents are duplicates. Ninety-six percent say failure to learn from previous incidents through effective root cause analysis leads to repeat incidents; 13.3% of all incidents are repeats_.”
Most ticketing systems today rely on filter-based sorting as well as the manual identification and closing of duplicate tickets. There is no meaningful automation. This manual process is tedious, inefficient, and expensive.
It is time to automate this process. AI platforms with Deep Learning, NLP, and computer vision can identify and automatically close duplicate tickets – and group them in different problem areas for better root cause analysis.
If you’re interested in learning more, I encourage you to access the entire report here: https://lnkd.in/ePVtRu7S
Would love to hear your thoughts.