People Intelligence
Process Performance
Tool Optimization
Boost your ITSM organization by leveraging your internal ITSM data
People Intelligence
Process Performance
Tool Optimization
Run IT like a boss.
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DeepCoding™ allows ITSM leaders to perform a quantum leap in the efficiency, productivity and performance of their People, Process and Tools, by harnesing the power of AI to effectively leverage their ITSM data, in a ‘virtuous circle’ of Continual improvement.
DeepCoding™ allows ITSM leaders to perform a quantum leap in the efficiency, productivity and performance of their People, Process and Tools, by harnesing the power of AI to effectively leverage their ITSM data, in a ‘virtuous circle’ of Continual improvement.
Reduce Ticket Costs
DeepCoding identifies opportunities to resolve tickets automatically at the service desk or desk-side support level, helping you prevent costly transfers and save time
Automatically Detect Problems
DeepCoding’s NLP-based AI engine automatically groups similar tickets based on the free text data contained in service tickets, such as ticket descriptions and resolution notes, which lets you act on problems that only AI can detect
Get Rid of Inefficient Workflows
DeepCoding uses advanced business process mining to spot inefficient patterns of behavior with surgical precision, such as ping pong, rework, pending abuse, and poor workload allocation
Do More with The Same Team
DeepCoding automatically scores service delivery reps on their expertise and identifies their strengths and weaknesses, highlighting training opportunities
Improve the CSAT and E-NPS scoring
DeepCoding’s can help identify groups or service types that are leading to high or low satisfactions among your internal customers, including sentiment analysis or clustering free text feedback from the feedback forms
Powerful Search
DeepCoding runs advanced data mining algorithms on historical data to build clusters of past tickets, and identifies Key Performance Indicators such as top-performing reps or groups, and median ticket costs
Reduce Ticket Costs
DeepCoding identifies opportunities to resolve tickets automatically at the service desk or desk-side support level, helping you prevent costly transfers and save time
Automatically Detect Problems
DeepCoding’s NLP-based AI engine automatically groups similar tickets based on the free text data contained in service tickets, such as ticket descriptions and resolution notes, which lets you act on problems that only AI can detect
Get Rid of Inefficient Workflows
DeepCoding uses advanced business process mining to spot inefficient patterns of behavior with surgical precision, such as ping pong, rework, pending abuse, and poor workload allocation
Do More with The Same Team
DeepCoding automatically scores service delivery reps on their expertise and identifies their strengths and weaknesses, highlighting training opportunities
Improve the CSAT and E-NPS scoring
DeepCoding’s can help identify groups or service types that are leading to high or low satisfactions among your internal customers, including sentiment analysis or clustering free text feedback from the feedback forms
Powerful Search
DeepCoding runs advanced data mining algorithms on historical data to build clusters of past tickets, and identifies Key Performance Indicators such as top-performing reps or groups, and median ticket costs
Reduce Ticket Costs
DeepCoding identifies opportunities to resolve tickets automatically at the service desk or desk-side support level, helping you prevent costly transfers and save time
Automatically Detect Problems
DeepCoding’s NLP-based AI engine automatically groups similar tickets based on the free text data contained in service tickets, such as ticket descriptions and resolution notes, which lets you act on problems that only AI can detect
Get Rid of Inefficient Workflows
DeepCoding uses advanced business process mining to spot inefficient patterns of behavior with surgical precision, such as ping pong, rework, pending abuse, and poor workload allocation
Do More with The Same Team
DeepCoding automatically scores service delivery reps on their expertise and identifies their strengths and weaknesses, highlighting training opportunities
Improve the CSAT and E-NPS scoring
DeepCoding’s can help identify groups or service types that are leading to high or low satisfactions among your internal customers, including sentiment analysis or clustering free text feedback from the feedback forms
Powerful Search
DeepCoding runs advanced data mining algorithms on historical data to build clusters of past tickets, and identifies Key Performance Indicators such as top-performing reps or groups, and median ticket costs
People Intelligence
Identify both top & under performers across all locations and skill sets to optimize staffing, ticket routing, and operational efficiency
Identify and disseminate effective behaviors and best practices to improve overall performance and optimize the customer experience journey
Automatic skill set mapping identifies subject matter experts, training oppotunities, eliminates costly bottlenecks, and intelligently routes tickets
Automatic knowledge capture and maintenance facilitates knowledge sharing throughout the organization, and captures and retains tribal knowledge in record time
Process Performance
Pinpoint inefficient patterns (unnecessary ticket hops, rework, “pending” & other aux code abuse, and unbalanced workload allocation)
Identify emerging and recurring problems in real-time by mining unstructured data, independently of ticket categorization – which tends to be imprecise at best
Identify opportunities to shift-left, improve channel mix, reduce ticket volumes, and optimize the end-to-end support model
Identify self-service and automation opportunities for high velocity ticket types
Tool Optimization
Connect disparate data sets in existing technology silos to supercharge problem management and root-cause-analysis
Leverage intelligent process automation to intelligently route tickets within complex ITSM environments based on multiple parameters such as capacity, skill sets, cost of resolution, customer sentiment, SLAs, time zones, etc…
Proactively identify emerging problems and immediately notify problem managers of anomalies in the IT environment
Effortlessly interpret context and nuance that lies in the depths of unstructured ticket data and maintain an evergreen knowledge base of experience and expertise
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