How does
SiriusXM
Use AI?
Increased ticket resolution speed and reduced support workload per agent.
Project Overview
Automating the review and triage of inbound customer service requests to improve speed and accuracy of support workflows.
Layman's Explanation
SiriusXM uses AI to quickly read and sort through thousands of customer support emails, deciding who should handle them and how they should be answered.
Details
SiriusXM integrated Sierra’s AI solution to streamline its customer support operations by automatically reading and triaging customer inquiries. The system classifies the intent behind each message, routes it to the appropriate team, and suggests resolution steps or replies. This has significantly decreased the average time it takes to process support tickets and allowed the company to better manage large volumes of messages without scaling headcount. The automation ensures consistency in tone and resolution while freeing human agents to focus on more complex or sensitive cases.
Analogy
It's like having a smart assistant director who instantly reads every viewer complaint or request and assigns it to the right producer with a suggested script to respond.
Machine Learning Techniques Used
More Use Cases in
Media & Entertainment
Novelty Justification
Automated support ticket triage is a routine application of NLP in customer service.
Project Estimates
