Ticket Summarization: Speed up Help Desk Ticket Resolution With GenAI

Ticket Summarization: Speed up Help Desk Ticket Resolution With GenAI

Feb 28, 2024

Learn more about the InvGate AI Hub: https://bit.ly/48ructY. | Request InvGate Service Desk's 30-day free trial: https://bit.ly/4bVmD1U.

Some help desk tickets are solved in just one exchange. Others might need more interactions, more people to review them, or even require escalation.

All that back and forth generates multiple messages, and new observers may need up to 10 minutes to catch up. But you can speed this up with Generative AI.

The Ticket Summarization feature can create a brief ticket summary with the incident's main activity. This can shorten the time it takes to onboard someone new to a complex ongoing incident by up to 90% (from 10 minutes to less than 1 minute), based on internal testing.

Summarizing the ticket activity quickly is essential to know what happened, what has been done to solve the problem, and who was involved. This is especially true for managers and tier 2 support analysts.

This new feature is part of the InvGate Service Desk AI Hub, a series of capabilities that put AI in the service of IT teams to enable every other team in the company.

You can check them out in this playlist: https://www.youtube.com/playlist

Key moments:
00:00:00 Introduction
00:00:52 How to summarize a help desk ticket with AI
00:02:12 Using the ticket summary
00:02:31 Benefits of summarizing tickets
00:02:43 Conclusion

You can find more information on InvGate Service Desk here: https://bit.ly/42JwFyX.

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