Ticket Resolution with Advanced AI and Automation

Issue tracking and resolution systems are an essential part of any business. Yet, the tech used to streamline the trouble ticket process isn’t as effective it could be. This makes it difficult to scale business profitably. Up-sizing ticket resolution systems mean increasing costs, time, and manpower.

MetTel is a telco out of New York. Its ticketing system functions as a multi-choice decision tree path. A MetTel engineer and operator monitors this. Like all workplaces, MetTel operators and engineers vary by years of experience, skill, and other human factors. This makes it difficult to guarantee speed and consistency for issue resolution.

MetTel wondered if new technology could improve speed and consistency for its troubled ticket system. We were more than happy to take on the challenge.


Ticket Next Best Action (TNBA) is a trouble ticket resolution system that we designed, built and implemented for MetTel. It combines the power of AI and software automation and can flex to accommodate any ticketing system. Here’s how it works:

We began by training TNBA using MetTel’s historical data. We fed this data into our AI, which learned which actions are best to take, and when. It is now integrated into MetTel’s issue resolution center, making decisions as queries happen. Once it has reached a decision on a ticket, Intelygenz software comes into play. It uses Robotic Process Automation (RPA) to act upon and execute the AI’s decision through automated processes.

TNBA is a two-fold system. It uses Advanced Machine Learning to sort the best possible choice for a ticket, and then uses automated software to resolve the issue. TNBA completes all tickets at all times, which allows businesses to scale while keeping customer support costs down.

By combining AI decision-making and RPA, MetTel can now deal with every ticket-related challenge automatically and consistently. The AI learns from the best historical data, meaning it behaves like MetTel’s most experienced engineer. It also has the capacity to keep on learning. MetTel staff can now spend more time on other non-automated such as unique tickets and more complex tasks.

MetTel is now empowered by its ticket resolution system. It now has the ability to provide quality support services and customer retention. This has effectively increased margins and allowed for profitable growth.

Read our case study here for more info on how we revolutionized MetTel’s issue tracking system.

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