Validate support agent-resolved tickets effortlessly using genAI

Stay ahead in support operations with advanced AI-driven ticket validation

The launch of generative AI services has sparked a technological revolution, capturing the attention of businesses and compelling organizations to delve into the transformative potential of generative AI. Customer Support stands to gain massively as efficient ticket resolutions are paramount for the industry to thrive in the age of AI. Virtusa's support agent-resolved ticket validation is your gateway to streamlined ticket resolution powered by the latest improvements in artificial intelligence.

Traditional AI models have paved the way, and the emergence of pre-trained foundation models like large language models (LLMs) has led to a rapid jump in AI capabilities. Extensive training and fine-tuning are things of the past- the current LLMs offer ready-made solutions, drastically reducing implementation time and effort.

What sets genAI apart is its ability to understand and respond to complex queries with unprecedented accuracy and speed. By harnessing the transformative potential of genAI, we're redefining the boundaries of what AI can achieve. Whether resolving tickets, providing insights, or enhancing customer interactions, genAI is poised to revolutionize how enterprises approach customer support.

Before we dive into the solution, let's look at the specific challenges that currently plague customer support while verifying resolved tickets using traditional methods:

  • Unverified resolutions can lead to customer dissatisfaction.
  • Manual validation requires significant time, effort, and cost.
  • Variations in resolutions by different agents introduce bias and inconsistency.

The need for a streamlined solution that addresses these challenges is more apparent than ever. As we stand at the forefront of technological innovation, Virtusa is committed to exploring and engineering solutions that redefine how businesses operate.

API Document Generation and Validation using Generative AI

Virtusa's support agent-resolved ticket validation solution addresses the above challenges head-on by harnessing the power of LLMs and Retrieval Augmented Generation (RAG) Techniques. Here are the features of the solution:

  • Automated validation: We utilize LLMs to automate the validation process of support agents' resolved tickets, significantly reducing manual effort and time.
  • Domain knowledge integration: LLMs are employed to resolve user tickets again, incorporating domain knowledge through RAG and ensuring accuracy and relevance.
  • Comparison and scoring: Our solution generates comparisons and scores between LLM's resolved tickets and support agents' resolved answers, providing objective insights into the quality of resolutions.
API Document Generation and Validation using Generative AI

By choosing our support agent-resolved ticket validation solution, you unlock a multitude of benefits for your organization:

  • Enhanced auditing: Ensure a high level of auditing for support agent resolutions, minimizing errors and improving overall quality.
  • Bias-free reviews: Benefit from sentiment-free and bias-free reviews of resolutions, promoting fairness and objectivity.
  • Reduced dependence: Reduce dependence on high-quality agents, allowing for more scalable and cost-effective operations.
  • Improved customer satisfaction: Ultimately, our solution leads to improved customer satisfaction outcomes, fostering loyalty and trust.

Our commitment to innovation and our cloud capabilities position us as your strategic partner in reshaping how businesses approach customer support and support agent-resolved ticket validation in the era of generative AI services.

Boost customer satisfaction scores

Re-invent your support operations with our advanced AI-driven ticket validation solution powered by our in-depth cloud capabilities.