TechForward Solutions
Tech company cuts resolution time by 62% and achieves 99.2% SLA compliance with AI-powered ticket routing.
* Representative scenario based on platform capabilities
62%
faster resolution
99.2%
SLA compliance
45%
fewer escalations
The Challenge
TechForward's IT support team was drowning in misdirected tickets. 40% of tickets were routed to the wrong team, resolution times averaged 4 hours, and SLA compliance was at 78%.
The Solution
After switching from Zendesk to Vitelligence Service Desk, AI ticket routing automatically classified and assigned tickets based on content, priority, and team expertise. The knowledge base learned from every resolution.
“The AI routing eliminated 60% of misdirected tickets in the first week. Our resolution time dropped from 4 hours to 90 minutes.”
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