Automation Tool for Case Assignment

Computer Engineering

n a production environment with huge computation to be performed it’s easier to perform task by offloading tasks to machine instead of wasting man hours. Thus, an automated system has provided the organization the ability to perform the same tasks more efficiently with reducing the human errors. Hence with automation system in production it provides a better decision-making result. Annual survey of industries report 2018 states that more than 75% of industries are moving towards automation systems to perform tasks. The Worldwide Support pick up cases on a daily basis where each case is a specific problem pertaining to a certain customer. To make the process of the allotment of cases to the Support team much easier, the Support team uses Auto Case Assignment Bot. Auto case assignment Bot is a management tool that is used to suggest case to the Support Engineer’s based on their skills and based on shift timings and case priority. This bot manages to solve the problem of case assignment which reduces the disparity in the number of cases being assigned to each employee.

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