Case Study: Softtek improves issue classification and SOP identification with Neuron7

How Softtek reduced call handle time from 7 minutes to 1 minute

Softtek, a global technology services company, was facing a challenge with its support for a major restaurant client. The service desk agents struggled to correctly categorize technical issues from 1,500 restaurants and found it extremely time-consuming to locate the correct standard operating procedures (SOPs) in their system, which negatively impacted call handle times.

Softtek partnered with Neuron7 and implemented its N7 Service Predictions solution. Neuron7's AI analyzed data to accurately identify issues and correlate them with the correct SOPs, providing agents with easy-to-follow resolution steps within ServiceNow. As a result, the time agents spent finding the right SOP was reduced by 80%, and the average call handle time dropped dramatically from 7 minutes to just 1 minute, leading to plans for a wider rollout of Neuron7.

Softtek

Ricardo Gonzalez

Senior Vice President