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About the Agent
The Next Step Suggestion Agent streamlines ticket resolution by providing support agents with tailored recommendations based on ticket type, history, and company protocols. Leveraging generative AI, it analyzes past resolutions and relevant logs to deliver real-time, context-sensitive suggestions directly in the ticketing system. This tool ensures compliance with best practices, reduces decision time, and minimizes errors, leading to greater productivity, accuracy, and customer satisfaction through consistent and structured support.
Accuracy
TBD
Speed
TBD
Input Data Set
Sample of data set required for Next Step Suggestion Agent:
| ticket_id | ticket_type | priority | current_status | customer_notes |
|---|---|---|---|---|
| T10145 | Account Access | High | Open | User unable to log in after password reset attempt |
| T10146 | Billing Issue | Medium | In Progress | Customer received an incorrect invoice amount |
| T10147 | Technical Error | High | Pending Review | Application crashes when attempting to save changes |
| T10148 | Feature Request | Low | Open | Customer requests a dark mode feature for mobile app |
| T10149 | Product Inquiry | Low | Open | Customer asking about compatibility with third-party tools |
| T10150 | Account Access | High | In Progress | Two-factor authentication not working as expected |
| T10151 | Billing Issue | Medium | Open | Billing cycle mismatch in customer's account |
| T10152 | Technical Error | High | In Progress | Data synchronization error between mobile and web apps |
| T10153 | Feature Request | Low | Pending Review | Request for additional reporting capabilities in dashboard |
| T10154 | Product Inquiry | Low | Closed | Customer inquiry about software license terms |
| ticket_type | resolution_step | notes |
|---|---|---|
| Account Access | Verify user identity | Confirm user's identity and permissions before proceeding with access restoration |
| Account Access | Reset two-factor authentication | Guide user through 2FA reset process if login issues persist |
| Billing Issue | Recalculate invoice | Recompute billing amount based on recent service adjustments |
| Billing Issue | Confirm billing cycle | Check customer's account settings to match the correct billing period |
| Technical Error | Update application | Recommend latest software update if error is due to outdated version |
| Technical Error | Log error details | Collect error logs for further investigation if issue persists after initial steps |
| Feature Request | Submit for review | Forward feature request to product management for feasibility assessment |
| Feature Request | Provide ETA | Estimate timeline for feature rollout if approved by product team |
| Product Inquiry | Provide documentation | Share product compatibility and requirements documents with customer |
| Product Inquiry | Escalate to specialist | Refer to a product expert if the inquiry requires specialized knowledge |
Deliverable Example
Sample output delivered by the Next Step Suggestion Agent:
Next Step Suggestion Report
Generated on: 2024-02-15
Executive Summary
The Next Step Suggestion Agent streamlines ticket resolution by providing tailored recommendations for each support ticket. By leveraging ticket type, historical data, and predefined resolution procedures, this report helps support agents navigate complex issues, reduce response time, and enhance accuracy. The following recommendations are designed to align with company standards and expedite the customer support process while maintaining a high level of service quality.
1. Recommended Actions
High-Priority Tickets
High-priority tickets are identified based on urgency, with immediate actions recommended to prevent potential escalation. These tickets often relate to access issues, billing discrepancies, or technical errors affecting customer experience.
| Ticket ID | Ticket Type | Priority | Suggested Next Step | Notes |
|---|---|---|---|---|
| T10145 | Account Access | High | Verify user identity | User unable to log in after password reset. Confirm identity to ensure authorized access. |
| T10147 | Technical Error | High | Log error details and escalate | Persistent application crash on save. Collect logs for diagnostic review by tech support. |
| T10150 | Account Access | High | Reset two-factor authentication | Two-factor authentication not functioning. Guide user through reset to restore access. |
| T10152 | Technical Error | High | Recommend application update and log error details | Data synchronization issue between devices. Update app and collect logs for further review. |
Medium-Priority Tickets
Medium-priority tickets are essential but less time-sensitive. Recommendations here ensure thorough issue resolution while balancing response efficiency.
| Ticket ID | Ticket Type | Priority | Suggested Next Step | Notes |
|---|---|---|---|---|
| T10146 | Billing Issue | Medium | Recalculate invoice | Customer reported incorrect billing amount. Verify recent service adjustments. |
| T10151 | Billing Issue | Medium | Confirm billing cycle accuracy | Billing cycle mismatch in customer account. Cross-check settings for accurate billing period. |
Low-Priority Tickets
Low-priority tickets, including feature requests and product inquiries, receive responses that align with company guidelines for future planning and customer engagement.
| Ticket ID | Ticket Type | Priority | Suggested Next Step | Notes |
|---|---|---|---|---|
| T10148 | Feature Request | Low | Submit request for product review | Customer requests dark mode feature. Forward to product team for feasibility assessment. |
| T10149 | Product Inquiry | Low | Provide documentation on compatibility requirements | Customer inquiring about third-party compatibility. Share product specs with customer. |
| T10153 | Feature Request | Low | Provide estimated review timeline | Additional reporting capabilities requested. Inform customer about evaluation timeline. |
| T10154 | Product Inquiry | Low | No further action required - Ticket Closed | Inquiry about software license resolved with terms shared with customer. |
2. Flagged Issues & Further Investigation Required
Flagged issues highlight discrepancies or unresolved items needing specialized attention. Addressing these promptly helps maintain data integrity and ensures customer satisfaction.
| Ticket ID | Issue Details | Recommended Action |
|---|---|---|
| T10147 | Application crash during critical operations. | Escalate to tech support for deep diagnostic testing. |
| T10150 | Two-factor authentication issues persisting across multiple accounts. | Coordinate with IT security team to investigate root cause. |
| T10152 | Data synchronization inconsistency affecting customer workflow. | Initiate bug report with development team for fix analysis. |
3. Historical Insights on Common Issues
Leveraging historical data, the Next Step Suggestion Agent has identified trends in recurrent issues. These insights inform the current recommendations and suggest potential areas for improvement within the support process.
Frequent Ticket Types
- Account Access: Approximately 35% of high-priority tickets involve access-related issues. Common solutions include identity verification and two-factor authentication resets.
- Technical Errors: Technical issues account for nearly 30% of escalated cases. Frequent recommendations involve collecting error logs and updating applications.
Recurring Solution Patterns
- Identity Verification for Access Issues: Ensures that authorized users are assisted promptly, reducing the chance of unauthorized access.
- Log Collection for Technical Support: Logs serve as essential tools for diagnostics, especially in complex software environments.
- Invoice Recalculation for Billing Discrepancies: By double-checking billing adjustments, support teams can address common discrepancies proactively.
4. Summary of Recommendations
This report offers a structured path for resolving active support tickets, ensuring that agents are equipped with data-driven, context-sensitive next steps. By following these recommendations, companies can:
- Enhance Response Accuracy: Structured guidelines prevent errors and align with pre-established protocols.
- Improve Resolution Efficiency: Faster resolution of high and medium-priority tickets reduces customer wait times and enhances satisfaction.
- Support Process Consistency: Standardized responses foster a cohesive approach across all support interactions.
The Next Step Suggestion Agent continues to refine its recommendations by analyzing historical resolutions and ongoing cases, making it a valuable asset for any customer support operation.
End of Report
