TEIS

TEIS is designed to speed up your service’s Average Time to Solve : 

- Processes become faster, avoiding unneccesary scalations

- SLA’s are no longer in danger of being broken

- People get their issues solved sooner, alleviating frustrating blockages and waiting times.

By using Artificial Intelligence to understand the issues reported by the users, just as a human operator would, TEIS is able to :

- Automatically classify tickets and accurately assign them to the right teams

- Provide the support operator with examples of how similar tickets have been solved in the past.

Some types of issues are just more common and take up a lion share of our team’s time and patience.

TEIS is able to handle them by :

- Triggering automated corrections

- Freeing your Team to handle more complicated requests or work on preventive measures.

Many common issues reported by end users come from user errors or other times, the user does not provide all the necessary information for the operator to solve the issue. Both end up costing time from your team and from your client.

TEIS can recognize this type of issues and provide automated instructions. Users can solve the situation and close the ticket by themselves.

Due to the hectic rhythm and cheer number or tickets, getting a clear picture of your Support Operation can be challenging. Most Ticket Management Systems only provide a basic set of key performance indicators to help guide Support Operation strategy.

With TEIS, based on semantic analysis and Artificial Intelligence, you always have the information you need to make the right choices.

As circumstances change with time, every AI algorithm needs to be tweaked to keep up with them.

Based on Inetum's MLOps methodology, TEIS incorporates the necessary tools to ease maintenance and evolution while keeping complexity at a minimum and providing the necessary control over the automations done by the tool.

TEIS is designed to work as a plugin to your Ticketing System, complementing the activity of the human team by improving their capabilities and handling repetitive tasks while simultaneously integrating with all the relevant ITSM tools you already might have in place like ServiceNow, BMC Helix or SAP Solution Manager, among other.

Over time Service Catalogs tend to become outdated if not regularly maintained, not only because old categories or services that are no longer relevant are still listed but also because new emerging needs might not yet be included, usually leads to customer confusion, improper classification and subsequent delays.

TEIS relies on the latest trends in topic modelling to propose the new relevant emerging categories and help you find the ones that no longer make sense in the current context.

You will not be alone on the path to ticket enrichment: TEIS’ team, consisting of highly qualified professionals in Architecture, Data Science and NLP, has extensive experience in managing IT operation services, and will accompany you throughout the implementation and execution process, from the creation of your own predictive models to the deployment of upcoming versions of the tool.

TEIS is able to predict the number of tickets that will be registered days or weeks in advance, helping to correctly size the support team to deal with situations of high or low workload or even to take preventive measures to avoid them.

We have developed our own methodology incorporating cutting-edge Data Science and Neural Networks applied to language processing. By leveraging on an industrial approach based on MLOps, we can build your tailor-made classification and automation model in a very short time, combining low cost and high effectiveness.

TEIS’ software architecture has been designed considering the needs of support services and is available in SaaS (Software as a Service), on-premise, on the cloud or hybrid. This way we can adapt to any circumstances while being compliant with the strongest security requirements.