Last year, we created an Advanced Machine Learning model called “Ticket Next Best Action” to help MetTel’s trouble ticket system select its next best action. Once our A.I. was integrated into MetTel’s ticket resolution system, the telco company asked if our software services department could automate the decisions the A.I. had selected.
Not only does TNBA make each decision, it now executes the resulting action using Intelligent Process Automation (IPA), or automation through software.
The first step before making a decision is triage. Information must be gathered from internal tools and logs about the current and previous status of each affected system. The automation engine pulls the identification from the trouble ticket, connects to several different APIs to request the status of every related system, and prepares this information to assign the ticket to the best resolution team or to request a better decision from TNBA for achieving a resolution.
TNBA resolves each ticket on behalf of MetTel’s operators, allowing them to work on more complex tasks, and removing human intervention entirely on many tickets.