Improving the efficiency of your helpdesk with serverless machine learning Google Cloud Big Data and Machine Learning Blog Google Cloud Platform

Great customer service builds trust, inspires brand loyalty, and earns repeat business. So it's no surprise that, according to Deloitte, close to 90 percent of organizations name improving the quality of their customer service as a strategic focus. Customer service helpdesks know this all too well. They often deal with an ongoing flow of tickets that sometimes have little information or context, which can slow down agents and impact service quality. What if you could use historical data to predict key KPI or fields of a support ticket to handle it in the most efficient way? Some support ticket data -- such as resolution time, priority, tags, or sentiment -- is only known once a ticket is being handled or once closed.