Augmented Intelligence Provider to Highlight How to Reduce Mean Time to Resolution by up to 30% and Deliver Savings of up to 15% in Support Costs
Singapore, September 27, 2022. Augmented intelligence solutions provider Squirro is providing one of the key presentations at the upcoming Big Data and AI World Singapore. Dr. Moritz Müller, General Manager Asia, Squirro, delivering a presentation, ‘A Quick Win With ML - Automating Service Ticket Operations for Customer Support.’
Big Data and AI World, Singapore, is regarded as Asia's most exciting big data, analytics, and artificial intelligence event and takes place at Marina Bay Sands, Singapore, on 12 and 13 October. The award-winning event gathers and connects South East Asia’s brightest AI minds to demonstrate how technology can be used to make data-driven decisions, pinpoint future business opportunities with accuracy, and drive competitive customer experiences.
Dr. Müller’s presentation will take place in the Artificial Intelligence Theatre on 13 October 2022 between 10:50 and 11:10 (SGT), while Squirro will also be present at booth Q22, in the SGTech Pavilion. He will focus on the use of machine learning to improve an organization’s customer service ticket management and demonstrate how ML can reduce mean time to resolution by up to 30% and delivers savings of up to 15% in support costs.
“Customer service ticket management is an integral key component of modern customer service, particularly for large enterprises which need to manage high volumes of service tickets or customer requests,” said Dr. Moritz Müller, General Manager Asia, Squirro. “But doing so requires massive levels of manual effort for classification, routing, and processing – this is simply not effective in modern business. By applying machine learning to automate this, enterprises can significantly improve service levels and benefit from substantial cost savings.”
Squirro addresses service ticket management via its Insight Engine technology – a scalable platform that connects, unsilos, indexes, and enriches any data. It is the foundation for Squirro’s Cognitive Search, an enterprise search solution that utilizes a user’s search intent and provides more accurate and contextual results to reduce search time by up to 90%, and for Squirro’s Service Insights.
Service Insights collates data from multiple sources and analyzes it to provide analytics and automation to improve company service levels. Incoming service tickets are automatically classified and related to products and request categories. Key attributes are predicted based on the service ticket content, and tickets are automatically routed to the right resolution resources.
Working with historical data such as manually processed and correctly classified service tickets, Squirro trains ML classification models that predict key case attributes such as related products or services without requiring a time-consuming manual model training process. Additionally, it provides context-specific auto-reply and self-help capabilities and leads to further reduced costs to serve clients.
“Big Data and AI World Singapore is one of the most influential AI events in the whole of South East Asia, and it's a great honor to be speaking alongside such esteemed industry experts,” continued Dr. Moritz Müller. “Augmented intelligence is a powerful tool for improving customer service ticket management, and I look forward to showing this at the event.”
Squirro recently announced plans for a dedicated center of expertise in Vietnam with its APAC partner FPT Software. FPT will build up the service center to provide APAC customers with best-in-class services, a one-stop-shop for the adoption of Squirro’s insight engine platform and other solutions, ensuring they can extract actionable insight to make better-informed decisions and drive business growth.
