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

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Application example:

The discount agent has been configured to suggest appropriate actions in these cases to assist with ticket processing:
  1. the discount desired by the customer is plausible and is taken over into the system
  2. the discount desired by the customer is already in the system
  3. the discount desired by the customer is implausible
  4. the contract has already expired
1. Adjustment: For case 3, the AI agent has been adjusted so that these customer concerns can now be processed fully automatically. The adjustment applies immediately to new customer concerns. To link existing tickets with the adjustment, this action is used:

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Check all open tickets for suitability for dark processing

This action checks all open tickets to see if they are suitable for dark processing. If a ticket is identified as suitable, it is marked and processed according to the configuration settings (immediately, after approval, with delay, etc.). The subsequent overview displays the results of the check in detail, and provides further actions. 2. Adjustment: The discount agent has been significantly optimized in its general configuration. The adjustment applies immediately to new customer concerns. To process existing tickets with the optimizations, a refresh of all tickets linked to the discount agent is required:

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Re-run AI Processing for human tickets

Here, a refresh is carried out 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 can handle at least one fully automated case. In the subsequent overview, the results of the check are again displayed in detail and further actions are provided. 3. Adjustment: Dark processing for case 3 is deactivated. The agents should solve cases of this type themselves again according to a new work instruction. New tickets for these cases are no longer pre-selected for dark processing. However, the marking remains in already existing tickets:

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Re-run AI Processing for all tickets

This action rechecks all tickets already marked for dark processing via refresh.

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Process all detected dark processing-capable tickets now

After successful verification, all tickets marked for dark processing can be processed with this action.

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Conclusion

With our AI agents, we offer a powerful capability for automatic handling of customer concerns. Through targeted actions, dark processing can be efficiently controlled and flexibly adapted to changed rules. Particularly through the central check and refresh mechanisms, changes of the AI agents can be integrated into the existing ticket flow quickly and efficiently.