Enterprise DNA

Client operations · Live demo

Service level and ticket status questions from clients

Answers clients' questions about service levels, breaches and open tickets from the live figures, and books the service delivery manager for anything contractual.

Web chatVoiceYour data Answers from your dataSummariesHuman handoffBooking
Live demo

Talk to Ivy at Wrenfield IT

Wrenfield IT is made up. Ivy is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.

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The problem

Corporate clients track their IT provider against the contract. When an IT manager asks how the month is going or why a ticket breached, the answer sits in a report nobody has run yet, and the service delivery manager spends the day compiling numbers instead of fixing the cause.

How it works

  1. Checks the caller or chat user against the client's authorised users
  2. Answers month-to-date response rates by priority from the ticketing system
  3. Explains any breach from the ticket's own notes: when it came in, how long it took and why
  4. Gives the status and next step on any open ticket
  5. Leaves service credits and contract questions to the service delivery manager, and books the call

What it connects to

  • Ticketing system
  • Service level reports
  • Client user lists
  • Calendar
Sample conversation
  1. MarcusHi, it's Marcus Tan at Pelican Row. How are we tracking against the SLA this month? Priority 2 tickets feel slow.
  2. AgentHi Marcus, I can see you on Pelican Row's authorised list. Month to date, all 3 priority 1 tickets were answered within 15 minutes. Priority 2 is at 94%, 47 of 50 within the hour, just under the 95% target with 9 days left in the month.
  3. MarcusWhy did ticket 48152 take so long? My warehouse team was stuck for hours.
  4. AgentThat was the VPN for your Jurong warehouse supervisors. It came in on Tuesday at 2.10pm while the on-call team was on a priority 1 incident, so the first response took 1 hour 40 minutes. It's recorded as a breach. The cause was an expired certificate, fixed by 5.30pm.
  5. MarcusSo do we get a service credit?
  6. AgentCredits are worked out in the monthly service level report and confirmed by Melissa Chan, your service delivery manager, so I can't promise one. She can go through it with you on Wednesday at 4pm or Thursday at 10am. Which suits?

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

  • Answers from your data. Looks up live records in your own database and systems, not just documents.
  • Summaries. Every conversation ends with a written summary, a transcript and the next step.
  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
  • Booking. Books, moves and cancels appointments straight into your calendar or booking system.

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