Generative AI Summarization for Support Ticket Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Support organizations face challenges in efficiently summarizing customer support tickets to assess agent performance and customer experience, as existing AI technologies lack accuracy and require significant human intervention, making it difficult to prioritize customer relationships and resolve issues timely.
Innovation Solution
The implementation of generative artificial intelligence models, fine-tuned to dynamically summarize support tickets by generating overviews that include absent descriptors like 'simple' or 'complex' solutions, using large language models and natural language processing to provide holistic summaries of customer accounts, improving understanding and decision-making.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If existing AI technologies are used to summarize support tickets, then some summarization capability is provided, but accuracy is insufficient and significant human intervention is required
Solution Approach 1:
The patent applies parameter changes by fine-tuning the generative AI model on domain-specific support ticket data. The model parameters are adjusted through training on labeled examples of support tickets and summaries, enabling the system to achieve high accuracy in summarization without requiring significant human intervention for each individual summary task.
2Reliability
If support organizations manually evaluate and prioritize customer relationships, then relationship assessment is performed, but time consumption increases and timely resolution is hindered
Solution Approach 1:
The system enables self-service by automatically generating summaries of support tickets that include synthesized customer account information and issue descriptions. This automated summarization service allows support agents to quickly prioritize and respond to customer relationships without manual evaluation, reducing time loss while maintaining reliable assessment through comprehensive automated analysis.
3Reliability
If support agents focus on resolving each ticket individually, then customer problems are addressed, but overall productivity decreases due to lack of prioritization capability
Solution Approach 1:
The patent implements preliminary action by generating comprehensive summaries of support tickets before agents need to respond. The system pre-processes and synthesizes customer account information, issue descriptions, and priority indicators, enabling agents to quickly understand the situation and prioritize responses effectively, thereby improving productivity while maintaining reliable problem resolution.
Data Source
AI summary
A system fine-tunes at least one generative artificial intelligence model to summarize at least text from a historical support ticket. The system receives a request from a user interface to generate a summary of at least text from a support ticket assigned to a support agent to assist a customer. At least one generative artificial intelligence model generates a summary of the at least text from the support ticket assigned to the support agent to assist the customer, wherein the summary comprises an overview of the at least the text from the support ticket and which includes some text that is absent from the at least the text from the support ticket. The system outputs the summary to the user interface, wherein the summary enables a user to efficiently understand the at least the text from the support ticket.