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Agents Ticket Categorization Agent

Ticket Categorization Agent

Automatically categorizes support tickets by issue type, optimizing response times and ensuring tickets are directed to the appropriate team for efficient resolution.

About the Agent

The Ticket Categorization Agent is designed to automate the initial step of the help desk support process by categorizing incoming support tickets according to their issue type. This agent employs generative AI to perform text analysis on the content of each ticket, allowing it to intelligently categorize issues into predefined groups such as hardware, software, and network-related problems. This capability significantly reduces the manual effort traditionally required for ticket review and categorization, enabling support staff to prioritize tasks more effectively. By ensuring that tickets are accurately routed to the right support team or technician, the agent improves the response time, leading to a more streamlined and efficient IT support process.


By automating the categorization of support tickets, the Ticket Categorization Agent significantly enhances IT departments' ability to manage a high volume of requests with greater speed and accuracy. This is particularly valuable for large organizations that face an overwhelming influx of tickets. The agent minimizes human error by consistently evaluating each ticket against predefined criteria, ensuring a more reliable and uniform assignment process. This results in faster and more efficient ticket handling, improving operational efficiency and enhancing the end-user experience. With accurate ticket routing, support teams can focus on resolving issues promptly, reducing administrative tasks, minimizing downtime, and boosting user satisfaction. Seamless integration with existing IT systems ensures the agent can be deployed effortlessly, aligning with current workflows and leveraging existing data sources for enhanced functionality. Furthermore, the ZBrain team’s commitment to continuous improvement ensures that the Ticket Categorization Agent remains adaptable and effective. A built-in human feedback loop allows support teams to offer natural language input, enabling the agent to evolve in response to real-world feedback. This ensures the agent stays attuned to the organization’s growing needs, making it an indispensable tool in modern IT support operations and enhancing its ability to categorize an expanding range of ticket issues accurately.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Ticket Categorization Agent:

Ticket IDTicket DescriptionSubmitted Date
TKT101The laptop is not turning on.10/1/2024
TKT102Unable to connect to the Wi-Fi network.10/2/2024
TKT103Software installation is failing.10/3/2024
TKT104Printer is not working.10/4/2024
TKT105Cannot access the company VPN.10/5/2024

Deliverable Example

Sample output delivered by the Ticket Categorization Agent:

Ticket IDTicket DescriptionSubmitted DateCategoryConfidence Score
TKT101The laptop is not turning on.10/1/2024Hardware0.9
TKT102Unable to connect to the Wi-Fi network.10/2/2024Network0.9
TKT103Software installation is failing.10/3/2024Software0.9
TKT104Printer is not working.10/4/2024Hardware0.9
TKT105Cannot access the company VPN.10/5/2024Network0.9

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