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SAILHD Platform
SAIL HD platform, powered by generative AI, adds a helpful layer to automate, optimize, prioritize and resolve HelpDesk tickets. Our innovative approach results in accurate, faster and near-real-time resolution of tickets and significant reduction in overall costs.
The Challenge of HelpDesk Operations
High Volume
Repetitive Tasks
Repetitive Tasks
Support teams are overwhelmed by a constant influx of tickets and cases
Repetitive Tasks
Repetitive Tasks
Repetitive Tasks
A significant portion of time is spent on manual, repetitive work like comparing, triaging and searching for past solutions
Duplicates
Repetitive Tasks
Human Error
Customers tend to submit varying information via multiple channels (web, email, phone etc.) increasing workload
Human Error
Training Complexity
Human Error
Mis-categorizations, inconsistent resolutions and overlooked details lead to poor customer satisfaction.
Inefficiency
Training Complexity
Training Complexity
Slow resolution times leading to customer dissatisfaction and employee burnout are common
Training Complexity
Training Complexity
Training Complexity
IT systems, Business policies & procedures and Laws & Regulations are constantly evolving, making continual training a living project
Our Innovative Solution
Understand
Understand
Understand
Uses advanced AI to instantly comprehend the core issue of a ticket.
Automate
Understand
Understand
Reduces manual effort by identifying and merging duplicate cases.
Enrich
Understand
Prioritize
Categories and groups tickets using AI-based analysis. Textracts important data. Adds sentiment. Helps Prioritize.
Prioritize
Open Architecture
Prioritize
Organize priority based on time sensitivity, customer sentiment, previous knowledge and overall impact.
Resolve
Open Architecture
Open Architecture
Provides automated, accurate resolution suggestions to agents, or resolves common issues instantly.
Open Architecture
Open Architecture
Open Architecture
The solution integrates with the existing cloud and on-premise systems using standard interfaces.
Demo of SAILHD propelling productivity
Benefits
Minimize Effort
Faster Resolution
Improve Accuracy
Reduce workload on the agents by about 50% by eliminating manual reading, triaging, searching and correlation.
Improve Accuracy
Faster Resolution
Improve Accuracy
Ensure consistent, high-quality resolutions with AI-driven suggestions.
Faster Resolution
Faster Resolution
Boost Employee Morale
Drastically cut down on ticket resolution time, improving customer satisfaction.
Boost Employee Morale
Boost Employee Morale
Boost Employee Morale
Empower agents with the tools to focus on complex, high-impact cases instead of repetitive tasks.
Scalability
Boost Employee Morale
Reduce Costs
Effortlessly handle a growing volume of tickets without a proportional increase in headcount.
Reduce Costs
Boost Employee Morale
Reduce Costs
Significantly lower expenditure by achieving end-to-end automation, improving first-contact resolution and autoscaling.
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