How was Cortical.io Support Intelligence deployed at a Fortune 100 company?

Company:

Major manufacturer of computer network equipment

Goal:

Reduce by 50% the manual effort required to resolve support requests

Challenges:

  • Presence of much non-relevant text
  • Complexity of support cases
  • Varying vocabulary and ways of describing problems
  • Attempts with other search systems failed in the task of quickly and consistently matching up similar support cases; searching by keyword produced poor results

Solution:

  • Unsupervised training of the Support Intelligence Engine so that it learns the vocabulary used in the company’s support cases and product documentation
  • Removal of non-relevant text from support cases
  • Automatic learning of new vocabulary in real time
  • Autosuggestion of topics for support agents, to standardize support case text

Result

  • Relevant search results found more quickly than with previous search methods
  • 70% reduction in average handling time of support requests

 

 

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