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Alle Referenzen
CargoLine · Logistik
Jedes fünfte Support-Ticket löst sich ganz von selbst.
Freshdesk ordnet, priorisiert und tagged eingehende Tickets automatisch. Die KI lernt bei jedem von Mitarbeitenden gelösten Ticket dazu.
Ausgangslage
7.162 Tickets liefen im vergangenen Jahr durch den Support. Jedes davon musste erst gelesen, der richtigen Kategorie zugeordnet, priorisiert und an die passende Person weitergeleitet werden, bevor die eigentliche Bearbeitung überhaupt beginnen konnte.
Ergebnis
20%Rund 20% der Tickets löst die KI heute vollständig eigenständig, mit steigender Tendenz. Weil das System aus jeder Mitarbeiterantwort mitlernt, wird die Trefferquote von Monat zu Monat besser, ohne dass jemand die Regeln von Hand nachschärfen muss.
Vorgehen
- 1Freshdesk an einen Agenten angebunden, der eingehende Tickets automatisch kategorisiert, priorisiert und taggt.
- 2Für jedes Ticket einen Antwortvorschlag generieren lassen, den Mitarbeitende prüfen und mit einem Klick abschicken.
- 3Die eindeutigen, wiederkehrenden Fälle identifiziert, die der Agent vollständig ohne Freigabe beantworten darf.
- 4Einen Lernzyklus eingerichtet: Jede von einem Mitarbeitenden bearbeitete Antwort fließt zurück ins Modell und schärft die nächsten Vorschläge nach.
Passender Use Case
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