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Does anyone have any recommendation on Data analytics using AI\ML to analyze Support tickets?
Has anyone worked with any vendors to perform advanced analytics on structured or unstructured data?. I am looking to apply machine learning, text analytics, and other advanced data mining technique on support tickets to be able to see any trends in the data. the outcome would be for tickets to be clustered , classified and categorized to provide some deep insight into
1- Problem areas in product, tools or process
2- Highlight KB articles on specific topics
3- Areas in the product that will require more in-depth training for both clients to support agents
4- Any operational/process trends.
5- Opportunities for automation
6- Increase Ticket MTTR
thank you in advance