FAQs

How does the system group closed tickets into clusters?

• The system employs advanced NLP algorithms to automatically analyse the content and metadata of closed tickets.
• Based on similarities in ticket subject, description, resolution and other relevant fields, the system groups related tickets together into clusters.
• This clustering process helps to identify underlying patterns, trends and common issues & their resolutions within the ticket data.

How are open tickets classified into clusters?

• When a new open ticket is created, the system analyses its content and compares it to the existing cluster definitions.
• The ticket is assigned to the most relevant cluster based on the highest degree of similarity.

How detailed is the cluster analysis?

• Cluster analysis provides information on ticket volume, key issues, trends and other relevant metrics. 
• It also providers a snapshot of common agent responses, respective to the group of tickets inside the cluster.

How are knowledge articles generated from clusters?

• The system tries to extract key information and insights from the clustered closed tickets.
• This information is used to create a knowledge article that summarises common issues, solutions and best practices.

How often are knowledge articles updated?

Knowledge articles can be regenerated when significant changes in cluster data are detected. Dashboard user will get an intuitive prompt (CTA) to regenerate the article inside the cluster details section.

Where are the generated knowledge articles stored?

• Generated articles are saved in the Knowledge Management system.
• This repository ensures easy accessibility, review and management of the knowledge articles.
• A dashboard user will also be able to manage the audience related to a knowledge article inside this Knowledge Management system.

How are open tickets notified about relevant knowledge articles?

• Open tickets within a cluster are notified about the corresponding knowledge article, with the trigger of a new comment/ message (containing the link of approved knowledge article).
• This notification action has to be executed manually by the dashboard agent.
• Only the new open tickets (belonging to a particular cluster) which have not been notified earlier, will be eligible when dashboard user repeats the "notify" action.

How can I measure the impact of knowledge articles on ticket resolution?

Currently, the system can track various metrics to assess the impact of knowledge articles, such as:

• Satisfaction Score (Knowledge Article Efficiency- explicit) with the quality and usefulness of knowledge articles (currently LIVE).
• Number of tickets resolved with the help of knowledge articles (coming soon..)
• Average resolution time for tickets using knowledge articles (coming soon..)