Cognitive Business Operations
Quick Read
Ticketpilot puts the vision of cognitive business processes into practice: up to 90% of standard tickets are resolved fully automatically, while AI-supported recommendations help support staff with complex cases in real time. Unstructured "dark data" is analyzed to identify trends at an early stage - noticeably reducing processing times, error rates and costs. Thanks to the choice of Swiss SaaS or on-prem operation, Ticketpilot meets the highest compliance requirements and delivers fast, measurable ROI.
Customers want answers in seconds, not hours. At the same time, IT and service desks are struggling with growing ticket volumes, a shortage of skilled workers and ever-increasing quality requirements. The IBM white paper "Cognitive Business Operations" describes how cognitive technologies allow processes to be perceived, decided and learned - and this is exactly where Ticketpilot comes in.
1. from tickets to self-service successes
According to the white paper, companies waste billions on manual exceptions in routine processes. Ticketpilot automates up to standardized requests: classification, proposed solutions and documentation are fully automated. The result: noticeably shorter processing times and significantly fewer errors.
2nd AI turbo for support heroes
Cognitive operations mean more than just automation - they extend the skills of every agent. Ticketpilot contextually analyzes all available knowledge sources (wikis, previous tickets, code snippets) and delivers next-best-action recommendations in real time. Even juniors can solve complex cases as if they were seasoned experts.
3. context that makes the difference
The white paper describes "dark data" - unstructured data in emails, logs or social media - as unused gold. Ticketpilot unearths this treasure: a retrieval augmented generation pipeline (RAG) draws on relevant text passages, evaluates sentiment and proactively warns of escalations. In this way, trends are recognized before they become crises.
4. learning with every operation
Cognitive systems improve with every interaction. Ticketpilot uses reinforcement learning loops: positive user feedback reinforces successful solutions and incorrect answers are automatically corrected. The automation rate increases continuously, without additional development effort.
5. cloud-native convenience, Swiss compliance
The white paper recommends hybrid cloud models for a fast ROI. Ticketpilot runs either as a Swiss SaaS or on-premises - DORA-compliant and FINMA-ready. This means that regulated industries can also benefit from cognitive automation without sacrificing data sovereignty.
Conclusion
Ticketpilot makes the vision of "cognitive business operations" tangible. Through autonomous processing, AI-supported decision support and self-learning processes, we transform ticket processing into an experience - for customers and support teams alike.
Curious? Book a demo now at rwai.ch/ticketpilot and experience how cognitive automation can take your service to the next level.
You can find the whitepaper here.