AI-Enabled Ticket Management for Next-Gen Semiconductor Support
Client Overview
A leading global supplier of innovative wafer fabrication equipment and services to the semiconductor industry, headquartered in the United States. The company is known for its cutting-edge technologies that enable the production of advanced semiconductor devices used in consumer electronics, automotive, and industrial applications. With a strong global presence and a diverse customer base, the company serves some of the most prominent names in the tech and semiconductor industries. Given its scale and market influence, the organization is committed to maintaining high operational efficiency and delivering outstanding value through continuous technological innovation and exceptional customer support.
Taming the Complexity of Global Ticket Management with Intelligent Automation
The supplier of wafer fabrication equipment faced growing challenges in managing an increasing volume of wafer issue tickets. Their legacy systems struggled with manual processes, delayed responses, and inconsistent ticket classification. With an expanding global team and diverse support needs, the organization required an intelligent, automated solution that could streamline ticket handling, reduce resolution times, and enhance team collaboration across different regions.
The client is dedicated to delivering superior customer support by ensuring quick resolution of wafer issues and maintaining operational excellence in a highly competitive industry. To meet the demands of its global customer base and support rapid business growth, the company sought to transform its ticket management system.
Deliver Superior Customer Support Excellence
Implement a customer support strategy that reduces response times, improves ticket classification accuracy, and enhances the overall resolution process to meet the evolving needs of a global client base.
Consolidate Ticket Management into a Unified System
Develop a single, unified platform that can handle the rapidly growing number of tickets across different regions, ensuring consistent and efficient management while maintaining scalability for future growth.
Enhance Multilingual Capabilities for Global Teams
Build a solution capable of handling support tickets in multiple languages, ensuring smooth communication across geographically dispersed teams and supporting local languages for effective issue resolution.
Automate Ticket Prioritization and Classification
Implement an intelligent system to auto-prioritize and classify tickets based on severity, urgency, and problem areas, enabling teams to focus on high-priority issues first.
Streamline Ticket Summarization and History Analysis
Create a platform that automatically summarizes large tickets and checks them against historical ticket data, ensuring that support teams have all the necessary context for efficient issue resolution.
Boost Operational Efficiency with AI and Automation
Reduce manual intervention in ticket management by implementing AI-driven automation, which accelerates response times, reduces human error, and improves overall support team productivity.
Ensure Continuous Learning and System Improvement
Design a system that learns and improves over time by incorporating feedback from support agents, allowing the solution to refine its classification accuracy and adapt to evolving ticket management needs.
AI-Powered LLAMA Model for Automated Ticket Classification, Prioritization, and Multilingual Support
Auto-Prioritization & Severity Analysis
The solution automatically prioritized tickets based on severity, ensuring critical issues were handled first. It also analyzed the context of each ticket to assess the urgency and complexity of each problem.
Segmentation & Classification
Using machine learning, the solution accurately classified tickets by team names, divisions, and specific technical issues. This classification enabled faster ticket routing to the appropriate support team or individual.
Issue Extraction & Problem Area Identification
The system automatically extracted relevant details such as software names, problem areas, and core issues from the ticket data, help support agents to quickly grasp the context of the problem and determine next steps.
Learning & Continuous Improvement
Designed to learn over time, the system incorporated feedback from support agents on any misclassified tickets, ensuring continuous improvement in ticket classification accuracy.
Custom Dashboard for Insights
We developed a custom dashboard that provided real-time insights into ticket distribution, classification accuracy, and resource allocation, enabling the company to track performance and identify areas for improvement.
Multilingual Support
Multilingual capabilities were built into the platform to support South-Asian languages such as Japanese, Chinese, Korean, Thai, and Filipino, enhancing the solution’s global applicability. The system could identify and translate tickets in these languages, ensuring effective communication across international teams.
Accelerated Issue Resolution and Enhanced Customer Satisfaction Through Smarter Ticketing
~25% Reduction in Issue Resolution Times
The automated classification and prioritization of tickets enabled support teams to address issues more efficiently, reducing the time needed for ticket resolution.
~320 Man Hours Saved
By automating maintenance, work management, and reporting processes, the company saved approximately 320 man-hours, enabling teams to focus on higher-value tasks.
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
