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IT Startup Forethought Adds AI Tool to Automate Ticket Routing
San Francisco-based IT startup Forethought announced new product Agatha Predictions on September 5 to help categorize and organize incoming tickets.
The 2018 TechCrunch Disrupt Battlefield winner won $9 million of investment since last December and has partnered with leading customer service companies such as Salesforce and Zendesk.
The company builds upon its first product in the market, Agatha Answers, which suggests answers to queries and creates a knowledgebase. By adding the new product, Agatha Predictions, to its platform, it helps sorting tickets and selecting the most relevant and qualified agent to handle the problem. Altogether, the Agatha products work in tandem for triaging submitted tickets and prioritizing them from high to low priority. “This all happens before the agent even touches the ticket,” Forethought CEO and co-founder Deon Nicholas said in an interview with TechCrunch.
Agatha Answers is an AI-based technology that helps agents find the best answers to inquiries. It integrates into help desk software, uses the previous support tickets, and provides related knowledgebase articles. Agatha Predictions uses the same AI engine, Natural Language Understanding (NLU), and as soon as a ticket is submitted the engine reads and interprets it. This facilitates agents with automated ticket routing, which provides the most related answer to the query.
Image source: Forethought
Our Take
Today, we can search through the internet and get almost any question answered. But it’s harder in the workplace. Finding information for queries can take a long time, a lot of energy, and consequently a ton of money. Instead of dealing with more professional tasks that employees are good at, they waste too much time finding the information clients ask for. Forethought says AI-driven technology can save 38% of employees’ time used searching for information online. Automated ticket handling would also resolve the issue of wasted time for proper ticket handling and escalation. As AI knowledge is improving, bright-minded innovators are using its capabilities to automate the service desk.