How is POPX helping MSPs free up thousands of operational hours every year, using predictive intelligence?

The business challenge of adopting AI, Machine Learning and Predictive Analytics

MSPs everywhere understand the potential of AI and machine learning to transform their business. Yet practical applications of the technology can sometimes be hard to find, even as service-focused departments spend large proportions of their time performing mundane, low-value work, such as categorising, task assignment, or validation. The manual steps they perform are often error-prone and slow down resolution time, ultimately reducing customer satisfaction.

POPX has spoken to many MSPs who receive unstructured cases by email.  If all you have is the subject line of the email, plus a written description, how do you know which team needs to work on it, how important it is, and what category it falls into? 

We’ve found many MSPs run a triage team where a human must read the subject line of the email, understand the description, and then decide on the priority, which team should work on it, and set categorisation for reporting purposes.

Prioritising cases with ServiceNow Task Intelligence

The POPX platform comes with ServiceNow Predictive Intelligence built in. The suite of artificial intelligence capabilities and automations helps to free up customer service agents from performing low value activities, and instead help them to work faster by performing actionable insights of key tasks, and connecting to relevant cases, alerts and knowledge base articles. 

In particular, Predictive Intelligence powers the ServiceNow Task Intelligence framework which automatically analyses incoming cases to quickly and accurately categorise, assign and prioritise, freeing up your teams to focus on the higher value problem solving activities.

Key capabilities of ServiceNow Predictive Intelligence

• Automatic population of category, subcategory, priority, and many other fields

• Sentiment analysis of customer interaction, and showing how sentiment is changing over time - is the conversation positive or negative?

• Language detection, ensuring agents are routed cases they can understand and deal with

How POPX is delivering value with Predictive Intelligence

The results are spectacular. Analysis performed by POPX shows how an MSP will be able to automate the population of the category, subcategory and assignment fields in around 75% of cases - and more accurately too. This will free up the equivalent of 3 people from this activity alone, meaning they can be redeployed to help the customer in other ways. 

The prediction rates for another example promise similarly beneficial results. By applying Task Intelligence to automating the population of six fields, based just upon the text details of the case, the customer can save thousands of hours of manual effort.

Plus, Task Intelligence works continuously, within seconds of the case being created in the POPX platform, meaning teams can respond to cases sooner and improve the customer experience.

In this example case, the category and subcategory fields have been automatically populated, along with the assignment group and the language detected. 

Furthermore, the sentiment of the interaction can be automatically detected too: are the conversations with the contact going well, or does the agent need some help?

How can Task Intelligence help your MSP?

One of the first steps is to train the model, and then run the model in prediction mode. This allows you to understand exactly how Task Intelligence will perform, by seeing how your agents interact with the data. Based upon the results, you can decide if the predictions should simply be suggestions, to help guide the user, or if the fields could be automatically set, requiring no human involvement.

ServiceNow Task Intelligence is a great way to take the first step into the benefits of an AI-driven platform. It provides practical, useful automations that frees up service desk teams from performing some of the more mundane categorisation tasks, giving them time to dig into the higher value work that delivers real customer benefit.

How to get started with ServiceNow Task Intelligence

We’d love to show you how ServiceNow Task Intelligence can help your MSP drive down the cost per case, and increase customer satisfaction.

Get in touch to have a demo!