SUMMARY:

STATUM began developing version 3 of MDS, its ticket management system, with the goal of providing it with new capabilities. The major innovation is the incorporation of artificial intelligence, which will speed up and simplify the work of support teams.
 

INFORMATION:

The MDS system is used to manage and categorize email requests that arrive in the support inbox. This system automatically creates a ticket and sends the sender a tracking number. This avoids manual ticket entry and ensures that all requests are recorded and addressed within the central system.

From now on, the tool will be able to generate automatic ticket summaries, helping operators quickly understand the context of each case. It will also be able to complete form fields and detect similar requests, thus avoiding duplication of efforts.

Another innovation is the search for applicable solutions to already resolved problems, which will reduce response times and offer more agile support. The system will also include features to improve texts sent to customers. Artificial intelligence will help write clearer and more precise responses, appropriate for each situation.

The new tools also include an assistant that will suggest whether a case should be transformed into a "Knowledge Item," a record that documents the solution for future reference.

In addition to the smart features, STATUM is working on updating the interface. Version 3 of MDS will migrate to a more modern environment, with the goal of improving the user experience and ticket display.

The release of the new version is expected by the end of the year, when customers will be able to access these usability and artificial intelligence improvements.