With over 11,000 employees and a worldwide footprint, the customer delivers factories, machinery, services, and expertise to the global cement and mineral industries. As a result, they have considerably large helpdesk operations that could greatly benefit from optimization.
The customer wanted Apexon to build a text mining model to predict the category of helpdesk tickets from the email subject line. Additionally, the customer required us to build bots for specific helpdesk divisions including IT services, application support, and self-help portals.
Given the scale of the client’s operations and the vast number of helpdesk tickets generated on a daily basis, Apexon faced a set of very specific challenges:
By leveraging our expertise in R and Microsoft Bot Framework, Apexon was able to automate large portions of the helpdesk function, including the following tasks:
By using 12 resolution bots coupled with a master and trigger bot within a cognitive application, Apexon was able to dramatically improve helpdesk efficiency.
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