Planning Phase
- Define ticket categories and routing rules
- Document existing knowledge base content
- Identify high-volume ticket types for automation
- Set success metrics and KPIs
Configuration
- Set up auto-routing rules based on ticket content
- Configure escalation paths and SLAs
- Connect knowledge base for AI suggestions
- Enable sentiment analysis for prioritization
Testing
- Test AI agent responses on sample tickets
- Validate routing accuracy
- Verify escalation triggers work correctly
- User acceptance testing with pilot group
Launch
- Communicate changes to IT staff and users
- Deploy in phases, starting with low-risk tickets
- Monitor performance and gather feedback
- Iterate and improve based on results