Keith Ali
CEO, Creative ITC
Most-successful internal AI project:
“Our most successful internal AI project to date is NEO, which we have deployed as the pre and post ticket triage and classification engine within our service desk. It classifies tickets and routes them to the right resolver group far more quickly and consistently than a manual process alone. It has sped that part of our service desk operation up by around five times, which means customers get to the right technical team faster and our engineers spend less time moving tickets around or correcting routing mistakes.
“What I like about NEO is that it is not AI for the sake of it. It solves a very real operational problem at scale, improves the customer experience, and gives our people more time to focus on resolving issues rather than administering them.”
Find out who made else made the cut for the inaugural Oxygen Partner Leaders by downloading the report for free here, or visit the Oxygen Partner Leaders hub here.
Article continues on following page…
