Case Study: Tennessee 811 achieves 100% ticket coverage and improved safety with Skapa Tech’s AI Ticket Review

Tennessee 811 doubles ticket error detection with Skapa Tech

tennessee 811 (Tenn811), the official non-profit one-call center for the state, faced the challenge of manually auditing only 20-30% of its increasing volume of locate tickets. This left many errors unspotted, posing significant safety risks and the potential for costly utility damage. They partnered with Skapa to implement its AI Ticket Review system for a smarter approach to quality control.

Skapa's solution used an AI-powered system to score 100% of tickets for error likelihood every 30 minutes, flagging high-risk tickets for agent review. This allowed Tenn811's staff to focus on resolving issues rather than hunting for them. The results included 100% ticket coverage, a two to three times increase in error detection, and a more efficient use of existing staffing levels, greatly enhancing safety.

Tennessee 811 (Tenn811)