.svg)
A global technology leader faced challenges managing and analyzing thousands of annual support tickets, each involving detailed correspondence and resolution documentation. The volume and complexity of this data made it difficult to extract meaningful insights, identify recurring issues, and optimize workflows efficiently. The main challenge for the global technology company was managing and analyzing thousands of support tickets annually. Each ticket involved detailed correspondence between field sellers and support staff, along with comprehensive resolution documentation. The volume and complexity of this data posed difficulties in extracting meaningful insights, identifying recurring issues, and optimizing workflows efficiently.
To address these challenges, Launch Consulting introduced a powerful support workflow solution capable of analyzing support tickets, assessing customer sentiment, and systematically organizing issues into logical, actionable groups. Furthermore, the tool helps break down insights into common support themes and identify opportunities for product and workflow enhancements.
Launch’s Support Workflow Solution:
Launch’s support workflow solution transforms raw support data into JSONL format for seamless processing and advanced analysis, leveraging .NET Core for scalable and reliable operations.
By leveraging Azure OpenAI’s GPT-4, the solution delivers highly accurate and analyses, processing data in structured batches, guided by a target JSON schema.
Batch processing, enhanced by custom agents efficiently manages tasks like classification and sentiment analysis. Insights generated are aggregated and reintroduced into the system, creating a feedback loop that continually refines accuracy and relevance. These results are stored in an Operational Data Store (ODS), enabling real-time insights and comprehensive reporting capabilities.
Advanced Features for Improved Performance
The solution helps manage and simplify support operations by integrating advanced features like sentiment analysis, logical categorization, and actionable reporting. It provides teams with the tools to address challenges effectively, uncover inefficiencies, and improve workflows for better performance. Here are some details on the capabilities:
- Sentiment Analysis: Provides a clear understanding of customer emotions and satisfaction levels, empowering teams to address frustrations and enhance experiences proactively.
- Categorization: Groups support tickets into logical categories, making it easier to identify recurring issues and prioritize resolutions.
- Reporting and Dashboards: Offers actionable insights through Power BI dashboards and executive summaries, enabling informed decision-making.
Driving Meaningful Change
The support workflow solution brought about a transformative impact on the client's service desk operations through its advanced analytics and AI capabilities. By enabling proactive issue resolution through sentiment analysis and categorization, the solution empowered the team to address customer concerns before they escalated. Furthermore, it provided a comprehensive view of customer interactions and support trends, allowing for a deeper understanding of user experiences and pain points.
Key outcomes include:
- Improved Workflow Efficiency: Recurring issues with specific features were identified and addressed through targeted enhancements, reducing friction and improving response times.
- Enhanced Customer Experience: Sentiment analysis unveiled critical customer pain points, enabling proactive adjustments through targeted training programs and strategic feature improvements.
- Actionable Insights: Streamlined prioritization and resolution efforts, revealing previously unnoticed patterns and empowering future decision-making.
This holistic approach facilitated data-driven decision-making, leading to strategic process improvements and feature enhancements that directly addressed user needs.
Beyond addressing immediate operational challenges, the solution's impact extended to fostering a culture of continuous improvement and innovation. By contributing to the Launch Delivery Excellence program, it ensured that insights gained from support interactions were consistently leveraged to refine services and products. This ongoing cycle of analysis, improvement, and innovation positioned the client to not only resolve current issues more efficiently but also to anticipate and prevent future challenges, thereby elevating the overall quality of their service desk operations and customer satisfaction levels.
Are you ready to transform your data environment? Reach out to explore how we can help you turn data into a catalyst for growth.