SUMMARY:

STATUM introduced the new version of its help desk solution, which is now called Apia MAS and incorporates artificial intelligence into the tool.

INFORMATION:

What is a help desk, and what types of cases can it handle?

A help desk is a service that receives inquiries, complaints, and issues reported by an organization’s users. There, each case is entered, categorized, assigned to the appropriate department, and resolved.

In Apia MAS, it is possible to handle and manage cases related to credit cards, a company’s accounting, or technical issues provided by a company.

Four uses of artificial intelligence, customizable by each organization

The new version makes artificial intelligence available to case managers. Each organization decides which of these features to enable and how to configure them.

Automatic incident categorization. Based on the information provided in the report, the system classifies the case according to its severity, the stage of the process at which it occurred, and the type of incident involved. This classification —which until now was performed by a person— determines who handles the problem and with what priority.

Detection of related or similar cases. When a new incident arises, the tool scans through previously recorded cases and identifies those that are similar. In addition to identifying them, it displays the solutions that were applied in each case.

Knowledge-building assistant for future cases. The implemented solutions are recorded and made available for the next time that problem arises.
Assistant for drafting messages to end users. Artificial intelligence helps compose the response sent to the person who reported the problem.

Artificial intelligence also plays a role during implementation —the period in which the tool adapts to each organization’s way of working— enabling a more agile, thorough, and comprehensive rollout.