Smart Serve: Redefining Customer Support with AI-Driven Ticketing Intelligence

Document Type : Review Article

Authors

1 Computer Science Department, Faculty of Computers & Artificial Intelligence, Benha University, Benha, Egypt.

2 Software Engineering Department, Faculty of Engineering, Egyptian Chinese University, Gisr el Suez, Cairo, Egypt

Abstract

With growing customer expectations and increasing volumes of support requests, traditional helpdesk systems often fall short, resulting in slow resolution times, misrouted tickets, and a less-than-ideal customer experience. This paper presents Smart Serve, a cutting-edge AI-based ticketing solution that revolutionizes the working model of customer support teams. By leveraging cutting-edge Natural Language Processing (NLP) and state-of-the-art Large Language Models (LLMs), such as GPT and Gemini, the system automatically evaluates incoming requests for urgency, complexity, and category, enabling real-time prioritization, precise routing, and efficient handling. What differentiates this solution is its hybrid architecture: mundane issues are handled automatically with AI-powered responses, while tough ones are passed on smoothly to human agents. The combination of automation and human interaction will not only boost efficiency but also deliver a responsive and personalized customer experience. This study brings out the potential of innovative ticketing systems to revolutionize customer care, making it quicker, wiser, and more proactive.

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