Intelligent Ticket Routing - IT Platforms and Automation

Technology

01 Dec, 2023

Tech

ITPlatforms

Automation

Business

Market

Germany, Egypt

SERVICE LINE

Technology

IMPLEMENTATION PERIOD

2023

KEYWORDS

Intelligent Ticket Routing Tool, Business Technology, Customer Service Ticket Dispatch Process

SPIRIT BEHAVIOURS

Create the Future, Get it done together

We created the Intelligent ticket routing tool for Vodafone Germany and VOIS Egypt to eliminate the complex manual work of our colleagues in the GSL Business Technology team with a zero-touch operation to save their valuable time and effort.

Challenges and Solutions

Challenges

GSL Business Technology team needed to automate and enhance the customer service ticket dispatching process to replace complex manual work with higher chances of human errors. Also, they wanted regular automated reports with insights for customer service improvements.

Solutions

After the discovery and framing journey, we created a web app with an intelligent algorithm to reflect the ticket dispatching processes after considering the required rules and factors to determine the dispatching flow within different queues and teams. The development of the Intelligent Ticket Routing Tool made it possible to reach the maximum dispatching quality. It minimised the time and strenuous efforts needed to fulfil the customer's needs. We provided our customers and colleagues with featured Analytics and Data Insights.

Value and Impact

Dispatch Quality Enhancement

Time Efficient Tool

Enriched Analytics and Data Insights

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