Category: Data, artificial-intelligence

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by Resolving customer issues at the earliest is as critical as delivering a new product or service to customers. While organizations strive to achieve better customer service by optimizing key metrics such as Mean Time To Resolution (MTTR), Defect Removal Efficiency (DRE), etc., Artificial Intelligence comes in handy in catering to our needs to be faster and accurate in providing resolution.

The perceived service quality of an organization is mostly through the effectiveness and efficiency of an organization’s service desk.

Some key elements that help in proactive incident and request identification are: Time series can be leveraged to predict and forecast the inflow of incidents and service requests.