Customer Support Automation of Ticket Creation
G SUPRITHA
Information Science and Engineering
(AI And Robotics)
Presidency University
Bengaluru, India
Suprithagugallu@gmail.com
VAISHNAVI
Information Science and Engineering
(AI And Robotics)
Presidency University
Bengaluru, India
gireddyvaishu@gmail.com
LEKHANA M
Information Science and Engineering
(AI And Robotics)
Presidency University
Bengaluru, India
Lekhanam111@gmail.com
SAMBAVI B
Information Science and Engineering
(AI And Robotics)
Presidency University
Bengaluru, India
Sambavib40@gmail.com
Ms. DEEPTHI S
Assistant Professor
Dept of Computer Science Engineering
Presidency University
Bengaluru, India
deepthiskashyap@gmail.com
ABSTRACT -- It has become a critical research area and innovation in itself to meet the efficiency and scale in handling customer inquiries because automation in customer support is critical. This paper comes as a robust solution toward the automatic creation of customer support tickets by using UiPath with Robotic Process Automation, or RPA. In such an approach, the proposed system will leverage the more advanced capability of UiPath automation so that all incoming queries from customers through different sources, including emails, even chatbots or social media, could be extracted, classified, and prioritized. The proposed system thus encompasses along with ZOHO application so that a good system is made ensuring it helps in extracting intent as well as related data while creating tickets seamlessly. Automated workflow eliminates human intervention, thereby cutting the time taken for processing quite appreciably and minimizing error. The automated workflow eliminates manual intervention, which cuts down the processing time quite significantly and minimizes errors. The key features are data validation, dynamic template mapping, and real-time updates to the CRM system. Experimental results show improvement in operational efficiency with 40% reduction in ticket handling time and 95% accuracy in query classification. This work opens up the possibility of scalability and flexibility of RPA-based solutions to enhance customer support processes in the future.
KEYWORD: Email Parsing and Data Extraction, Integration with Ticketing Systems, Zoho application, UI path, RPA (robotic process automation systems), ticket creation, excel automation.
