The project focuses on automating help desk request processing using NLP algorithms to improve accuracy and routing speed. The solution efficiently handles tens of thousands of requests daily, ensuring minimal costs and maximum efficiency.
NLP-Powered Help Desk Automation
The project focuses on automating help desk request processing using NLP algorithms to improve accuracy and routing speed. The solution efficiently handles tens of thousands of requests daily, ensuring minimal costs and maximum efficiency.
Manual processing of these requests presented significant challenges:
- Errors in message comprehension due to the complexity and diversity of issues.
- Delays in classification and routing, leading to prolonged resolution times.
- Economic losses stemming from inefficiencies in problem handling and resource allocation.
Solution Overview
To overcome the challenges of processing and routing multilingual customer requests efficiently, the company developed an advanced NLP-powered automated request routing system. This system ensures precise classification and seamless delivery of requests to the appropriate departments or external contractors. Key components of the solution include:
– Multilingual Processing: A translation service standardizes multilingual requests, ensuring consistent text analysis and interpretation.
– NLP Classification Engine: Advanced NLP algorithms analyze and classify requests. A confidence threshold of 95% is used to determine if requests are routed automatically or flagged for manual review to ensure high accuracy.
– Dynamic Request Handling: A robust message queue efficiently manages incoming requests, enabling real-time processing and prioritization.
– Centralized Data Management: All requests are logged and stored in a PostgreSQL database, ensuring data reliability and accessibility for reporting and auditing.
– ITSM Platform Integration: Processed requests are seamlessly routed to the IT Service Management (ITSM) platform, facilitating timely issue resolution.
Key Results
The NLP-powered system delivered transformative results:
✅ Cost Reduction: Decreased reliance on manual processing, lowering operational costs significantly.
✅ Efficiency Boost: Real-time routing and automated classification reduced response times and optimized resource usage.
✅ Accuracy Improvement: Over 40% of requests are processed automatically with a classification accuracy exceeding 95%.
✅ Scalability: The solution seamlessly scales with request volume without additional costs.
This end-to-end solution significantly improves the speed, accuracy, and efficiency of request handling, reducing manual effort and operational delays.
Our Partners
Key Milestones
january 15, 2025
january 04, 2025
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