Unica: a service agent that completes tickets before the service desk picks them up

The question

At a technical service desk, a lot of time goes into requests that are almost complete. The ticket exists, but the reference number, the contracting party or the type of fault is missing. Every gap means a call back and a delay before an engineer can be planned.

Unica wanted to handle incoming service requests better and take that back and forth off the service desk.

What we built

• An enrichment step that starts as soon as a new request is registered in Mendix.
• An email to the customer with a link to a short chat that only asks for the details that are missing.
• Answers written back into the ticket fields in Mendix, in the exact values those fields accept. Anything that does not fit a field goes into the customer remarks, so no information is lost.
• Status labels in Mendix, 'AI enrichment active' and 'AI complete', so the service desk always sees where a ticket stands and can take over at any moment.

How it fits the service desk

Unica stays in charge. The process starts and ends in Mendix, and if data ever conflicts, what is in Unica's system counts. The agent works alongside the service desk: if a colleague has already spoken to the customer, the ticket moves on and the chat is no longer needed.

What comes next

The same approach can take over intake on more channels, including email and phone, and send customers automatic updates on the status of their request. In the pilot we also explored how an internal agent could let Unica's own staff query their data in plain language. During the pilot we review the conversations and tickets with Unica every week and build the improvements into the process.