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In Dark Processing, there are additional actions that can be checked and executed centrally across all tickets.

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Application Example:

The discount agent has been configured to help offer suitable actions in these cases during ticket processing:
  1. Discount requested by the customer is plausible and is recorded into the system
  2. Discount requested by the customer is already in the system
  3. Discount requested by the customer is implausible
  4. The contract has already expired
1. Adjustment: The AI agent has been modified for case 3, so these customer requests can be processed fully automatedly from now on. The adjustment is immediately applied to newly submitted customer requests. To link existing tickets with the adjustment, this action is used:

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Inspect all open tickets for dark processing ability

This action checks all open tickets for their suitability for dark processing. If a ticket is recognised as suitable, it is marked and processed further in accordance with the configuration settings (immediately, upon approval, with time delay, etc.). The ensuing overview provides a detailed representation of the test result, and further actions are made available. 2. Adjustment: The discount agent has been significantly optimized in its general configuration. The adjustment is immediately applied to newly submitted customer requests. To process existing tickets with the optimizations, a refresh of all tickets linked to the discount agent is needed:

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Re-run AI Processing for human tickets

Here, a refresh is performed for all open tickets that are assigned to an AI agent and have not yet been marked for dark processing. The prerequisite is that the AI agent is able to handle at least one fully automated case. In the following overview, again, the test result is detailed and more actions are available. 3. Adjustment: The dark processing for case 3 is deactivated. Agents should solve cases of this nature again themselves according to the new work instruction. New tickets to these cases will no longer be flagged for dark processing. However, the marking remains in already existing tickets:

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Re-run AI Processing for all tickets

With this action, tickets already marked for dark processing are also checked again via refresh.

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Process all detected dark-processing-capable tickets now

After successful review, all tickets marked for dark processing can be processed.

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Conclusion

With our AI agents, we offer a powerful way to automatically process customer requests. Through targeted actions, dark processing can be efficiently steered and flexibly adapted to changed rules. Especially through the central check and refresh mechanisms, changes to AI agents can be quickly and efficiently integrated into the existing ticket flow.