Fully automated routing of support tickets in NNIT

13th of March 2020

NNIT clients now get support tickets automatically routed directly to the right personnel in NNIT with SupWiz’ Ticket Analyzer.

NNIT has used SupWiz’ Ticket Analyzer for a while to get predictions for routing and type for their support tickets. Now the tool has been implemented in a second phase in NNIT: A phase that adds automatic AI routing to the tool, which up until now has made AI suggestions for routing to agents.

NNIT is already seeing great results, as a large portion of incoming support tickets from clients now skip the AI recommendation step and get sent directly to the right expert team via automatic AI routing.

Jakob Sassersen, Associate Vice President at NNIT, says:

”With SupWiz Ticket Analyzer we have managed to reduce our time to resolve tickets by 24% across customers, and our employees are enthusiastic about the tool. Recently, we have also integrated the Ticket Analyzer with our automation engine.

This enables automatic forwarding of tickets generated when emails are received as well as when we receive tickets from other customers’ ITSM systems.

After automating, we instantly saw more than 40% of tickets being routed outside our Service Desk without bouncing around the organization. The Ticket Analyzer has been a huge success in NNIT for both our customers, our employees and our bottom line.”

Jakob Sassersen, Associate Vice President, NNIT

SupWiz CEO Stephen Alstrup adds:

“In addition to automating ticket routing, our Ticket Analyzer can suggest similar tickets and tasks to agents when they receive a ticket. This makes it much easier and faster to onboard new agents, because they can get assistance from the Ticket Analyzer when facing queries for the first time.”

Stephen Alstrup, CEO, SupWiz

You can learn more about the Ticket Analyzer here.