Reviewing and implementing AI recommendations to automate tasks

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<p id="docs-ai-summary-content">
Explore AI-powered recommendations to automate tasks and optimize ticket
workflows. Review suggestions for triggers, autoreplies, and unused business
rules based on ticket intent, sentiment, language, and entities. Improve
auto assist setups and review AI-generated procedure drafts. Take action
or dismiss recommendations, and track changes in the recommendations
archive. Enhance efficiency by reducing manual tasks and improving response
times.
</p>
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<div class="body">
<p class="p" dir="ltr">
As you begin to use Copilot in your account, a list of AI-powered
recommendations are provided and updated weekly on the Recommendations
page in Admin Center,
in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_whk_vpj_fcc" target="_blank">Admin Center Home</a>,
and contextually on relevant Admin
Center pages.
</p>
<p class="p" dir="ltr">
These recommendations provide actionable guidance on how you can automate
tasks and
optimize your ticket workflows by creating triggers and autoreplies based
on tickets’ intent,
sentiment, language, and detected entities, as well as guidance for reviewing
unused business
rules and macros. Recommendations also provide guidance on improving
your auto assist set up
and alert you to when there are new AI-generated procedure drafts to
review and publish.
</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic_b43_pc2_vj__ul_oy4_fhp_hvb">
<li class="li">
<a class="xref" href="#topic_dr3_qqy_hgc">Understanding Copilot recommendations</a>
</li>
<li class="li">
<a class="xref" href="#topic_fj4_s4f_p2c">Taking action on recommendations</a>
</li>
<li class="li">
<a class="xref" href="#topic_zbz_pm2_fhc">Viewing the recommendations archive</a>
</li>
<li class="li">
<a class="xref" href="#topic_bs3_xqy_hgc">Examples of recommendations</a>
</li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_b43_pc2_vj__ul_ask_tpy_hgc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8997125297946" target="_blank">Monitoring and optimizing effective AI
setup in your account</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dr3_qqy_hgc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Copilot recommendations</h2>
<div class="body">
<p class="p">
Copilot recommendations proactively identify opportunities to automate
repetitive tasks, improve ticketing workflows, clean up unused business
rules, and tailor
Zendesk AI to your needs.
</p>
<div class="p" dir="ltr">
Depending on your ticket data, your personalized recommendations
may
include:
<ul class="ul" id="topic_dr3_qqy_hgc__ul_x2m_gpm_dhc">
<li class="li">
Suggestions for new or updated triggers and autoreplies based
on tickets’ intent,
sentiment, language, and detected entities.
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Intelligent triage</a>
must be turned on and configured in your
account to see these recommendations.
<p class="p">
<img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_wcm_tqy_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_recommendation_autoreply_example.png" width="500">
</p>
<p class="p">
See
<a class="xref" href="#topic_bs3_xqy_hgc">Examples of recommendations</a>
below for more information.
</p>
</li>
<li class="li">
Suggestions to review unused triggers, automations, and macros.
<p class="p">
These
recommendations help you manage your business rules and
macros that build up over
time.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_d54_5wm_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendation_stale_trigger.png" width="500">
</p>
</li>
<li class="li">
Guidance for improving your auto assist setup, including
recommendations for
reviewing procedures with a high takeover rate.
<p class="p">
For example, say you have a procedure
where agents took over in 42% of interactions. Copilot
may make a recommendation to
review the procedure.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_dlh_xvm_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_procedure.png" width="500">
</p>
</li>
<li class="li">
Procedure recommendations to help improve auto assist quality
and reduce the time you
spend writing procedures. Each recommendation may contain
up to three
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178#topic_efr_gbc_xhc" target="_blank">AI-generated procedure drafts</a>
per brand.
<p class="p">
<img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_ydh_ckk_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_recommendations_procedures_auto_gen.png" width="600">
</p>
<p class="p">
Procedure recommendations are based
on your top ticket intents or common customer support
issues, existing relevant solved
tickets, and existing knowledge articles.
</p>
</li>
</ul>
</div>
<p class="p">
Before implementing a recommendation, you can view information and
supporting
insights, including:
</p>
<ul class="ul" id="topic_dr3_qqy_hgc__ul_aym_5qy_hgc">
<li class="li" dir="ltr">
What actions the recommendation will perform.
<p class="p">
Recommended
triggers can include actions for routing to an agent or group,
or updating the ticket
type, priority, form, or status. Recommended autoreplies
include actions for sending
automatic responses.
</p>
</li>
<li class="li" dir="ltr">
How your resolution time could improve, how you can reduce
time spent on certain tickets, or how the recommendation will
help agents.
</li>
<li class="li" dir="ltr">
How many tickets in a certain period of time had the detected
intent, sentiment, or entity, what percentage of those tickets
had a certain action taken,
and how much time was spent manually performing this action on
average.
</li>
<li class="li" dir="ltr">When a business rule or macro was last used.</li>
</ul>
<p class="p" dir="ltr">
If you want to take action on a recommendation, click the link to
navigate to the relevant page.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_dr3_qqy_hgc__image_scp_vqy_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_new_recommendations.png" width="800">
</p>
<p class="p" dir="ltr">
If you choose not to act on a recommendation, you can provide
feedback about why you dismissed it so that your future recommendations
are
more accurate and useful over time. You might want to dismiss
recommendations that aren’t relevant, are already automated, or that
need
different logic.
</p>
<p class="p" dir="ltr">
As an admin, you always have full control over what recommendations
are implemented in your account. Any decisions and actions about
recommendations require
your approval. You can view all accepted and dismissed recommendations
from the
recommendations archive.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fj4_s4f_p2c">
<h2 class="title topictitle2" id="ariaid-title3">Taking action on recommendations</h2>
<div class="body">
<p class="p">
Relevant recommendations are updated weekly. All Copilot customers
will be able
to see the Recommendations page, but you might not have recommendations.
</p>
<p class="p">
See
<a class="xref" href="#topic_bs3_xqy_hgc">Examples of recommendations</a>
to
view examples of the types of recommendations you may see in your
account.
</p>
<p class="p">
<strong class="ph b">To take action on a recommendation</strong>
</p>
<ol class="ol" id="topic_fj4_s4f_p2c__ol_t24_2pf_p2c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fj4_s4f_p2c__d8e1344" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Admin copilot &gt; Recommendations</strong>.</span>
</li>
<li class="li">
To quickly find a recommendation type, click
<strong class="ph b">Filter</strong>.
</li>
<li class="li">
In the <strong class="ph b">Feature</strong> menu, select one
or more options, then click
<strong class="ph b">Apply
filters</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_pqg_t1n_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_filter.png" width="300">
</p>
</li>
<li class="li">
To learn more and take action, click a recommendation to expand
it.
<p class="p">
Depending on your
ticket data, the options available to you will differ:
</p>
<ul class="ul" id="topic_fj4_s4f_p2c__ul_isj_yzm_dhc">
<li class="li">
To create a recommended trigger or autoreply, click
<strong class="ph b">Review trigger</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_ffn_w4f_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_recommendation_new1.png" width="500">
</p>
<p class="p">
The Create
ticket trigger page opens with prefilled trigger
information.
</p>
<p class="p">
Review the
prefilled information and enter a
<strong class="ph b">Trigger name </strong>and
<strong class="ph b">Trigger category</strong>.
Click <strong class="ph b">Create trigger</strong>.
</p>
</li>
<li class="li">
To review an unused business rule or macro, click the
button to navigate to the
relevant page.
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_ap4_1n2_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendation_stale_trigger.png" width="500">
</p>
<p class="p">
Review the
unused trigger, automation, or macro and delete it
if necessary.
</p>
</li>
<li class="li">
To improve an auto assist procedure, click
<strong class="ph b">Edit procedure</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_t55_2n2_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_procedure.png" width="500">
</p>
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890#topic_pd3_k44_xcc" target="_blank">Edit the procedure</a>
as needed and click
<strong class="ph b">Publish</strong>.
</p>
</li>
<li class="li">
To review an AI-generated procedure draft, click the
name of one of the procedures
in the recommendation to open it in Knowledge admin.
<p class="p">
Alternatively, click
<strong class="ph b">Review
procedures</strong>
to open your list of procedures in Knowledge admin.
</p>
</li>
<li class="li">
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_x52_4lk_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_recommendations_procedures_auto_gen.png" width="600">
</p>
<p class="p">
You can review and edit the procedure draft and must
publish it before it's
available to auto assist. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178" target="_blank">Reviewing and publishing AI-generated procedures for auto
assist</a>.
</p>
</li>
</ul>
<p class="p">When you're done, return to the recommendation.</p>
</li>
<li class="li">
Open the <strong class="ph b">Actions</strong> menu at the bottom
of the recommendation and
select <strong class="ph b">Mark as done</strong> to remove it
from the list.
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_xvl_tlv_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_recommendation_mark_done.png" width="400">
</p>
<p class="p">
If you don’t
want to take action on a recommendation, select
<strong class="ph b">Dismiss</strong> to remove the
recommendation from the list.
</p>
<p class="p">
You can optionally give feedback about a
recommendation you dismiss.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_fj4_s4f_p2c__image_kns_sqn_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_hub_recommendation_feedback.png" width="400">
</p>
<p class="p">
It's important to share your feedback
to help improve the accuracy and relevance of future recommendations.
</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_zbz_pm2_fhc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing the recommendations archive</h2>
<div class="body">
<p class="p">
Recommendations that are marked as done or are dismissed are added
to your recommendations
archive for you to review as needed.
</p>
<div class="p">
<strong class="ph b">Viewing your recommendations archive</strong>
<ol class="ol" id="topic_zbz_pm2_fhc__ol_fbz_142_fhc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zbz_pm2_fhc__d8e1344" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Admin copilot &gt; Recommendations</strong>.</span>
</li>
<li class="li">
Click <strong class="ph b">View archive</strong>.
<p class="p">Your Recommendations archive opens.</p>
<p class="p">
<img class="image img-screenshot" id="topic_zbz_pm2_fhc__image_ldt_x42_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_recommendations_archive2.png" width="600">
</p>
</li>
<li class="li">Click an archived recommendation to learn more.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bs3_xqy_hgc">
<h2 class="title topictitle2" id="ariaid-title5">Examples of recommendations</h2>
<div class="body">
<p class="p">
The examples in this section describe the different types of recommendations
you may see in
your account.
</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_pgq_vrw_lgc">
<h3 class="title topictitle3" id="ariaid-title6">Intent-based trigger recommendation example</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_pgq_vrw_lgc__table_umb_krw_lgc" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 31.645569620253163%;">
<col style="width: 68.35443037974683%;">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Recommended action</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Route specific tickets to group: Support</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Expected improvement</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Resolution time could improve by 1h</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Description and rationale</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Tickets with some intents tend to be routed
to the same agent group. Automate
this action to reduce manual triage and help
improve resolution time.
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Supporting insights</strong>
</p>
</td>
<td class="entry cellrowborder">
<div class="p">
<ul class="ul" id="topic_pgq_vrw_lgc__ul_vmb_krw_lgc">
<li class="li" dir="ltr">167 tickets (88%) had the intent: Graduation ceremony date.</li>
<li class="li" dir="ltr">
Most of these tickets (16.7%) were
routed to the same group:
Support.
</li>
<li class="li">
On average, it took 1h to manually
route each ticket. This could be
reduced through automation.
</li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_dd3_yrw_lgc">
<h3 class="title topictitle3" id="ariaid-title7">Intent-based autoreply recommendation example</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dd3_yrw_lgc__table_u4c_krw_lgc" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 31.645569620253163%;">
<col style="width: 68.35443037974683%;">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Recommended action</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Send an autoreply to tickets with intent:
Transaction failed (+4 more)
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Expected improvement</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Resolution time could improve by 1h</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Description and rationale</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Tickets with some intents tend to be answered
with the same reply. Automate
this action to reduce manual work and help
improve resolution time.
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="text-align: left;">
<p class="p">
<strong class="ph b">Supporting insights</strong>
</p>
</td>
<td class="entry cellrowborder">
<div class="p">
<ul class="ul" id="topic_dd3_yrw_lgc__ul_w4c_krw_lgc">
<li class="li" dir="ltr">
167 tickets (88%) had the intent:
Transaction failed, Battery
charging issue, Rate lock request
accepted, How to enroll in employee
benefits, Sending late arrival form.
</li>
<li class="li" dir="ltr">
Most of these tickets (16.7%) were
answered with the same
reply.
</li>
<li class="li">
<p class="p">
On average, it took 1h to manually
route each ticket. This could
be
reduced through automation.
</p>
</li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_zfj_bsw_lgc">
<h3 class="title topictitle3" id="ariaid-title8">Sentiment-based recommendation example</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zfj_bsw_lgc__table_rjf_krw_lgc" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 31.645569620253163%;">
<col style="width: 68.35443037974683%;">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Recommended action</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Automatically set ticket priority to High
or Urgent for tickets with negative
sentiment
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Expected improvement</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Improve agent response times and reduce escalation risk</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Description and rationale</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Negative-sentiment tickets are usually urgent.
By increasing ticket priority
automatically, these cases can be addressed
right away. It’s a way to improve
customer satisfaction and prevent churn.
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Supporting insights</strong>
</p>
</td>
<td class="entry cellrowborder">
<div class="p">
<ul class="ul" id="topic_zfj_bsw_lgc__ul_ujf_krw_lgc">
<li class="li" dir="ltr">
In the last 30 days, 23 tickets (12%)
were assigned negative
sentiment.
</li>
<li class="li" dir="ltr">
28% of escalations came from delayed
responses to these
tickets.
</li>
<li class="li">
<p class="p">
On average, it took 6 hours per
ticket to update priority manually.
This
could be reduced through automation.
</p>
</li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_fqg_3sw_lgc">
<h3 class="title topictitle3" id="ariaid-title9">Entity-based recommendation example</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_fqg_3sw_lgc__table_qkg_krw_lgc" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 31.645569620253163%;">
<col style="width: 68.35443037974683%;">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Recommended action</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Change ticket type for entity: Account error</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Expected improvement</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Resolution time could improve by 1h.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Description and rationale</strong>
</p>
</td>
<td class="entry cellrowborder">
Tickets with some entities tend to have their
ticket type changed to the same
one. Automate this action to reduce manual triage
and help improve resolution
time.
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Supporting insights</strong>
</p>
</td>
<td class="entry cellrowborder">
<div class="p">
<ul class="ul" id="topic_fqg_3sw_lgc__ul_ukg_krw_lgc">
<li class="li" dir="ltr">167 tickets (88%) had one of these entities: Account error</li>
<li class="li" dir="ltr">
Most of these tickets (16.7%) had
their ticket type changed to:
Problem
</li>
<li class="li">
<p class="p">
On average, it took 1h to manually
triage each ticket. This could
be
reduced through automation.
</p>
</li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_tsd_ksw_lgc">
<h3 class="title topictitle3" id="ariaid-title10">Language-based recommendation example</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tsd_ksw_lgc__table_mrz_chw_lgc" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 31.645569620253163%;">
<col style="width: 68.35443037974683%;">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Recommended action</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Route specific language tickets to group:
Iberia support team
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Expected improvement</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">Resolution time could improve by 54min.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Description and rationale</strong>
</p>
</td>
<td class="entry cellrowborder">
<p class="p">
Specific language tickets tend to be routed
to the same group. Automate this
action to reduce manual triage and help improve
resolution time.
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p">
<strong class="ph b">Supporting insights</strong>
</p>
</td>
<td class="entry cellrowborder">
<div class="p">
<ul class="ul" id="topic_tsd_ksw_lgc__ul_z41_zw4_lgc">
<li class="li" dir="ltr">4370 tickets (10%) were assigned this language: Spanish</li>
<li class="li" dir="ltr">
Most of these tickets (98%) were
routed to the same group:
Iberia support team
</li>
<li class="li">
<p class="p">
On average, it took 54min to
manually route each ticket. This
could be
reduced through automation.
</p>
</li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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