Challenge

Support ticket issue descriptions, comments and work notes form a trove of valuable information towards optimizing processes, expanding internal knowledge bases and improving predictive analytics. Yet, extracting insights remains an ad-hoc and costly process because of the volume of and noise in the data, which creates gaps in the support process. Chatbots and virtual agents can only resolve predetermined issues or default to a knowledge base search. High criticality issues cost organizations millions as their very nature makes it difficult to reduce occurrences quickly. Teams require new tools to increase operational efficiency through thorough and adaptive support intelligence.

Solution

SumUp's platform streamlines insight extraction through the real-time and unsupervised analysis of support ticket text content and offers a high degree of flexibility and tunability across all verticals and issue types. Continually reveal relevant information patterns, anticipate failures, grow knowledge bases, and expand the scope of virtual agents to drive operational efficiency and resilience.