Boost Efficiency & Agent Productivity with Built-In Analytics & Machine Learning

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Presented by

Nev Ward and Noel Hopkinson, Senior Solutions Architects

About this talk

The traditional service desk is manual and reactive, primarily addressing large volumes of tickets and user requests. A 2017 Help Desk Institute survey identified that 55% of organizations saw an increase in ticket volumes. The cost of resolving those issues also increased—with the cost per ticket rising from $18 in 2016 to $25 in 2017. In this webinar, we will demonstrate why machine learning and built in analytics are not just a nice to have add on feature, but are essential native components of any modern Service Management solution. This webinar will cover: 1.The value of machine learning in accelerating the ticketing process. 2.How to empower Problem Management with analytic capabilities that can help agents identify patterns across structured and unstructured data sources. 3.How to take key performance indicator (KPI) goals and measurements to the next level by providing actionable insights to drive process improvement.

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