OTOBO / Znuny - Chatbot - Artificial Intelligence
In Development
ATC is currently in an early stage and is constantly being developed. The features described below are not yet fully implemented and are subject to change.
The OTOBO Classification AI Plugin is a transformative extension for the OTOBO ticket system that revolutionizes the management of support tickets through the use of artificial intelligence. This Plugin automates the process of ticket classification, prioritization, and assignment using advanced algorithms based on machine learning. With this Plugin, incoming emails are efficiently analyzed and optimally processed based on their content and other contextual information such as date, time, and customer data.
Key Features of the OTOBO Classification Artificial Intelligence Plugin
Automated Initial Assessment and Classification
The Plugin begins its work with the initial assessment of incoming email tickets. It analyzes the email text, extracts relevant information, and uses additional data such as the sender's email address, the message's timestamps, and specific keywords to understand the customer's issue.
Data Usage for Precise Analysis
- Text Analysis: Using NLP (Natural Language Processing) techniques, the AI understands the content and context of customer inquiries.
- Contextual Data: Date and time can provide clues about urgency, while previous interactions with the customer are included by analyzing past tickets to ensure personalized and relevant responses.
Dynamic Ticket Assignment
After classification, the tickets are automatically assigned to the appropriate queues. The system sets priorities, determines the type of ticket (e.g., complaint, inquiry, technical support), and identifies the most suitable agent to handle the ticket based on their availability and expertise.
Intelligent Decision-Making
- Prioritization: Important tickets are prioritized by analyzing the text's meaning and the urgency derived from the customer context.
- Categorization: The plugin classifies the ticket into categories such as technical support, customer inquiry, or complaint, which helps to deploy specialized resources effectively.
Integration and Data Privacy
The plugin runs in a Docker container that can be easily integrated into existing OTOBO installations. Communication with the OTOBO server is done via secure HTTP REST protocols, ensuring a reliable and fast data transfer.
Security Aspects
- Data Privacy: All data analyses are performed locally in the Docker container. There is no data exchange with external servers, which guarantees compliance with data privacy regulations.
- Isolated Processing: By using container technology, the AI environment is isolated from the rest of the network, providing additional security.
Advantages of Using the Classification AI
Increased Efficiency
Agents can focus on more complex inquiries, while routine requests are handled efficiently by the AI.
Customer Satisfaction
Faster response times and more precise answers increase customer satisfaction.
Cost Reduction
By reducing manual intervention, costs can be saved, especially with a high volume of inquiries.
Summary
The OTOBO Classification AI Plugin is a state-of-the-art extension for the OTOBO ticket system that not only revolutionizes the processing of support tickets through automation but also impresses with improved efficiency and customer satisfaction. With a strong focus on data privacy and user-friendly integration, it offers a future-proof solution for the growing demands of modern support services. AI Ticket Classification