Beyond the Ticket: AI-Powered Workflow Automation in Contact CentersBeyond the Ticket: AI-Powered Workflow Automation in Contact CentersBeyond the Ticket: AI-Powered Workflow Automation in Contact Centers
Natural language processing, real-time emotion detection, and predictive escalation models are enabling faster and more empathetic customer support.
Artificial intelligence is redefining contact center operations far beyond the traditional service ticket, opening opportunities for customer support to redefine their value proposition to the organization and customers.
By 2027, half of organizations aiming to drastically cut their customer service headcount will reverse course, according to a June report from IT research firm Gartner.
In the study of 163 service leaders, 95% said they plan to retain human agents to help define AI's role strategically — underscoring a "digital first, but not digital only" approach.
Meanwhile, emerging technologies, including agentic AI , are helping contact centers move beyond simple issue resolution and into areas that create organizational and customer value.
With AI-driven capabilities like predictive routing, sentiment analysis, and SLA-aware escalation models, companies are now building hyper-efficient workflows that promise measurable gains in both agent productivity and customer satisfaction.
John Quaglietta, vice president analyst at Gartner, says AI changes the game for ticket classification and improving routing accuracy by employing natural language processing and machine learning capabilities to understand customer intent, sentiment and urgency.
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"This provides the ability to auto-tag tickets with issue type and assign priority without manual intervention," he says.
By automating the tagging and routing process, companies can reduce misrouted tickets, increase first-contact resolution, and shorten mean time to resolution.
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Nathan Eddy is a freelance writer for ITProToday and covers various IT trends and topics across wide variety of industries. A graduate of Northwestern University’s Medill School of Journalism, he is also a documentary filmmaker specializing in architecture and urban planning. He currently lives in Berlin, Germany.
No Jitter , a sister publication to ITPro Today, is a leading source of information and objective analysis for enterprise communications professionals and decision-makers faced with rapidly evolving technologies and proliferating business/management challenges.
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