As Impact’s IT support team faced an increasing volume of service tickets, the need for a more efficient system became apparent and the AI summarizer tool was born.
To address this challenge, Impact's dedicated AI team developed and launched the AI Ticket Summarizer in just two weeks. It streamlines ticket management by condensing key details, improving clarity, and expediting issue resolution.
Read this AI summarization case study to explore the problem we faced, the solution we implemented, and to see how it quickly helped boost us toward our goals.
The Problem: Quantity of IT Support Tickets Affecting Service
With a growing number of IT tickets, our support team struggled to keep up with the demand while maintaining high-quality service.
Manually reviewing and summarizing tickets to understand the issue at hand was an inefficient and time-consuming process, delaying resolution times and impacting customer satisfaction. The increasing workload also limited the team’s ability to focus on more complex technical issues.
When talking with our managed IT teams, we identified four major use cases for an AI tool that would have the highest impact:
- Escalation and shift handoffs
- Tickets with long histories or high volume of entries
- Follow-up & resolution tracking
- Managerial & performance oversight
We needed a solution that could automate ticket summarization, provide instant clarity on status and resolutions, and enable the team to work more effectively.
The Solution: An AI Summarization Tool
To streamline IT support operations, Impact developed the AI Ticket Summarizer, an AI-powered tool that quickly condenses key details from IT tickets. This solution provides instant summaries of ticket status, resolutions, and open items, allowing support teams to quickly gain insights and get up to speed with tickets without a long manual review.
The AI Ticket Summarizer is an example of how agile a custom AI solution can be. After identifying the key issues, the ticket summarizer was designed, built, and launched in just two weeks, demonstrating the rapid development and value delivery of AI-powered solutions.
By reducing the time spent reviewing tickets, the support team can now focus on resolving issues faster and improving overall service quality for customers.
The Results
The implementation of the AI Ticket Summarizer significantly enhanced IT support efficiency at Impact. Support teams:
- Resolved issues faster, including saving an estimated 1,000 hours annually on unnecessary work and a 50% reduction in time spent reviewing ticket history
