Actions

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Example of application:

The installment-agent has been configured to offer appropriate actions to assist with ticket processing in these cases:

1. the customer’s desired installment is plausible and is transferred into the system

2. the customer’s desired installment is already in the system

3. the customer’s desired installment is implausible

4. the contract has already expired

1. Adjustment: The AI agent has been adjusted for case 3 so that these customer concerns can now be processed fully automatically. The adjustment is immediately applied to newly incoming customer concerns. To link existing tickets with the adjustment, this action is used:

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Check all open tickets for dark processing capability

This action checks all open tickets to see if they are suitable for dark processing. If a ticket is identified as suitable, it will be marked and processed further according to the configuration settings (immediately, after release, with a time delay, etc.).

The subsequent overview details the results of the check and provides further actions.

2. Adjustment: The installment agent’s general configuration has been significantly optimized. The adjustment is immediately applied to newly incoming customer concerns. To process existing tickets with the optimizations, a refresh of all tickets linked with the installment agent is needed:

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Re-run AI Processing for human tickets

A refresh is executed for all open tickets that are assigned to an AI agent and have not yet been marked for dark processing. A prerequisite is that the AI agent can handle at least one fully automated case.

The subsequent overview again provides a detailed review and offers further actions.

3. Adjustment: Dark processing for case 3 is deactivated. The agents should again resolve cases of this type themselves according to the new work directive. New tickets for these cases will no longer be earmarked for dark processing. However, the marking remains in existing tickets:

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Re-run AI Processing for all tickets

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

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Process all identified dark processing capable tickets now

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

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Conclusion

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