Ticket Resolution Competency Supervision Solution

Customer service teams often rely on manual quality audits to ensure ticket resolution standards are upheld. These audits are slow, inconsistent, and reactive, with supervisors spending hours per day reviewing just a handful of tickets. This leads to missed improvement opportunities and blind spots in service agent performance. The manual effort doesn’t scale with volume, leaving organizations struggling to maintain service standards across teams, regions, and time zones.

Our Digital Expert, built on Purple Fabric, offers AI-driven, multi-agent ticket audits and insight generation. It automatically detects the intent and category of support tickets, enabling targeted analysis and downstream agent evaluation. The agent uses scenario-based reasoning and consistency checks to understand if customer queries have been fully addressed. It also verifies the correctness and relevance of linked help articles or external references, even when multiple conflicting sources exist, ensuring comprehensive and accurate audits.