Abstract
The creation of duplicate support tickets in high-volume case management platforms can inflate ticket volumes and consume agent resources. An automated system can manage these redundant service requests using a multi-tiered logical framework. For example, a first tier may apply rule-based filters based on case metadata, such as the submitter and time of submission, to identify a candidate pool of potential duplicates. A second tier can analyze these candidates using artificial intelligence and natural language processing to perform a semantic evaluation of the case content. This approach can facilitate the identification, classification, and closure of duplicate tickets, which may reduce administrative workload and improve the efficiency of support operations by allowing human agents to focus on unique inquiries.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Singhal, Parnika, "Automated Duplicate Support Ticket Management Using a Multi-Tiered Logical Framework", Technical Disclosure Commons, ()
https://www.tdcommons.org/dpubs_series/12202