Help Desk
Analytical Solutions
Enhance support efficiency.
Large chains of hotels, restaurants, and retail stores have tens of thousands of pieces of electronic equipment powering the operation of these stores. Employees operating these devices periodically encounter problems and call the internal Help Desk for support. Analyzing the content of the IT support calls, one can gain important knowledge for improving the overall operation. Attempts to manually classify calls is highly inefficient. Text analysis of the call content is the only reliable solution.
Solution
Megaputer offers a solution for automated analysis of Help Desk text communications. It tracks patterns and trends of known problems and discovers newly emerging issues. The solution generates graphical reports and dashboards summarizing the results of the analysis. It helps the company redistribute its resources to efficiently handle most problematic issues, timely train support associates to handle recently appearing issues, and predict the peak times and subjects of peak loads.
How it works
The solution works on a combination of textual call transcripts and structured information generated by the telephone system. It performs advanced linguistic, semantic, statistical, and pragmatic analysis of text communications. It supports both supervised and unsupervised text analysis, enabling the user to readily find answers to diverse business questions. The solution can be integrated with a case management system and can automatically log cases when significant dips in service are detected or some unexpected issues are discovered.
Analysis of Voice of Customer – Text Mining
A large fast-food restaurant chain needed to manage hundreds of thousands of sophisticated hardware devices, such as electronic cash registers, credit card readers, security systems, and internet routers. The company was experiencing reductions in productivity due to both device malfunctions and employee misuse.
Benefits
