Incident Analysis – AI-Driven Smart Incident Management​

Problems With Manual Classification Of Incidents :

When a customer experiences an issue, they reach out to the help desk, which generates a trouble ticket (incident) to document the problem. Traditionally, these tickets are manually reviewed and classified to determine the appropriate support queue or team for resolution. However, this manual classification process is prone to errors and inefficiencies, leading to several critical challenges:

1. Unnecessary Field Services: Misclassification of incidents often results in assigning tasks to field service teams that could have been resolved remotely. This leads to unnecessary on-site visits, which are not only expensive but also time-consuming. These avoidable field services increase operational costs and strain the resources of the service team.

2. Increased Resolution Time: Incorrect initial classification often means that tickets are routed to the wrong support team. This mistake triggers a re-assignment loop, where the incident is bounced between different teams until it reaches the correct one. This back-and-forth process significantly delays issue resolution, leading to frustrated customers and extended downtimes.

3. Loss of Productivity: Misrouted incidents not only waste the time of the field service technicians but also prolong the downtime for the affected employees. The more time spent on resolving an issue, the greater the loss in productivity, both for the service team and the end-user.

For example, a straightforward task like resetting a password can be efficiently handled by remote support. However, if misclassified, it might be escalated to a field technician, resulting in wasted time and effort. Conversely, complex tasks, such as replacing a laptop battery, might require an in-person visit but could be delayed if routed incorrectly.

The Bottom Line: These inefficiencies in the incident management process lead to increased costs, longer resolution times, and diminished productivity, all of which can negatively impact the overall performance and satisfaction levels within an organization.

Our cutting-edge web application harnesses the power of state-of-the-art machine learning technology to revolutionize incident management. By automatically and accurately classifying incidents based on the user’s free-text descriptions, our system ensures that issues are swiftly and effectively addressed, leading to enhanced operational efficiency and reduced costs.

How Does Our Application Works:

The application processes and categorizes each incident through a three-level classification system:

Category: At this broadest level, incidents are initially classified based on the general nature of the problem as described by the user. This foundational step ensures that every issue is understood in its broader context, setting the stage for more detailed categorization.

Sub-Category: Within each broad category, the system further refines the classification by breaking down incidents into more specific sub-categories. This detailed level of classification allows for a more nuanced understanding of the issue, enabling the system to differentiate between similar problems with different underlying causes or required solutions.

Work Detail: The final layer of classification involves mapping the incident to a specific work detail. Based on short or detailed user description of problem, incidents are mapped to different types of work details.

After identification of the work detail, the incident is assigned to the precise team or service unit – field service team or a remote support group. The model considers the unique requirements of the issue, ensuring that the right team with the right expertise is assigned. 

Benefits Of Using Our Product:

Accurate Routing: With this precise multi-level classification, incidents are efficiently routed to the appropriate support group. Whether the problem requires on-site intervention by a field service team or can be resolved remotely, our system ensures that it reaches the correct destination without delay. 

Cost Reduction: By minimizing unnecessary field service visits and reducing the incidence of misclassification, our application significantly lowers the costs associated with incident management. Field service resources are preserved for issues that genuinely require on-site attention, while simpler problems are resolved remotely. 

Faster Resolution: The streamlined process of accurate classification and routing dramatically shortens incident resolution times. Customers and employees experience less downtime, leading to higher satisfaction levels and a smoother operational flow. 

Enhanced Productivity: By ensuring that the right issues are handled by the right teams promptly, our application helps maintain and even boost productivity across the organization. With less time spent on reassignments and fewer interruptions to work, your teams can focus on what they do best.

In Summary Our advanced incident classification solution not only enhances the accuracy of incident management but also drives significant efficiency gains, cost savings, and productivity improvements across your organization