The Automation by Jatana

A blog to help you deliver better customer support using AI

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Machine learning vs deep learning: Understanding the difference

What’s the difference between Machine Learning and Deep Learning?

Artificial intelligence, machine learning, robots, internet of things, smart devices… The probability of a day passing by without running across at least one of those words is not so high. You try to keep up, but it’s not so easy, especially if you’re not a software engineer. Luckily, we are here to simplify these concepts so that everyone can understand them.

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Automatic ticket triage

Jatana automatically forwards tickets to the right agent.

An email comes in, first come first served, the agent reading the email doesn’t know what to do, so it forwards it to a colleague.

The colleague is aware of the issue but doesn’t have the technical expertise to reply, so it forwards it to the tech specialist in the office. The specialist knows how to reply but he needs clearance from a supervisor, so it forwards the email again. 

Three people have been involved in this case and no reply has yet reached the customers.

Is this familiar? With Jatana this problem is no more!

Jatana learns from your historic data and redirects each incoming email to the the agent with the highest probability to close the ticket fast.

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