How AI Streamlines Incident Processing and Ticketing

Incident management is a critical process for many companies, especially those handling infrastructure operations. The ability to process, classify, and respond to incidents in real-time ensures better operational performance and customer satisfaction. However, manual handling of incident-related emails is inefficient and unsustainable at scale. AI provides an automated solution, allowing companies to streamline their workflow and allocate resources more effectively.

Project Context

Our client, a large company managing multiple operational sites, was struggling with incident management due to:

• High email volume: Over 4,000 emails related to power outages annually.
• Time-consuming manual processing: A dedicated employee had to review and classify each email before creating tickets in ServiceNow.
• Delayed response times: The manual process slowed down ticket creation and affected incident resolution speed.

To enhance efficiency, we deployed an AI-based solution to automate email analysis and ticket creation.

Challenges in Manual Incident Management

Handling incident emails manually presents several limitations:

1. High workload: A full-time employee was required just to process emails.
2. Risk of oversight: Human error in classification could lead to delays in issue resolution.
3. Slow reaction times: Manual ticket creation caused delays in addressing critical incidents.

AI provided an automated, real-time solution that ensured accuracy, speed, and efficiency in incident management.

The AI Solution Implemented

We designed an AI-powered automation system with three key components:

1. Automatic Email Reading and Data Extraction

Using natural language processing (NLP), the AI system read incoming emails, extracting relevant information such as outage details, site location, and impact level.

2. Intelligent Classification and Prioritization

The AI categorized each incident based on severity, automatically identifying high-priority issues that required immediate action.

3. Automated Ticket Creation in ServiceNow

The system generated tickets with all relevant information and assigned them to the appropriate teams, ensuring a seamless and rapid resolution process.

Results Achieved

By implementing AI-driven automation, our client achieved significant improvements:

• 100% of incident emails processed automatically: No manual intervention required.
• Full-time employee workload eliminated: AI took over repetitive tasks, allowing staff to focus on higher-value activities.
• Faster response times: Immediate classification and ticket creation accelerated incident resolution.

Why Use AI for Incident Management?

AI-driven automation provides tangible benefits for companies dealing with large volumes of operational data:

• Efficiency: Eliminates manual workload and speeds up processing.
• Accuracy: Ensures consistent classification and prioritization of incidents.
• Scalability: Can handle increasing email volumes without requiring additional human resources.

Conclusion

Automating incident email management with AI has transformed our client’s operations, reducing manual workload and improving response times. By integrating AI-powered classification and ticket creation, companies can enhance efficiency and ensure faster resolution of critical incidents.

Are you looking to streamline your incident management process? Contact us to explore how AI can optimize your workflow!