Our advanced AI technology analyzes tickets across six critical dimensions, providing unprecedented insight into ticket health
Analyzes the emotional state of the end user throughout the ticket lifecycle
Monitors whether tickets receive timely and appropriate follow-up actions
Evaluates whether engineers demonstrate understanding and care in their responses
Assesses whether the right technical steps are being taken to resolve the issue
Measures how severely the issue impacts the end user's ability to work
Combines all dimensions into a comprehensive ticket health indicator
AURA Insights represents a breakthrough in ticket health monitoring. Unlike traditional systems that rely on simple metrics like time-to-resolution or ticket age, AURA uses advanced AI to understand the complete context of each ticket.
By analyzing multiple dimensions simultaneously, AURA can identify tickets that are heading for trouble long before traditional metrics would flag them. This proactive approach allows service desk managers to intervene early, preventing escalations and improving customer satisfaction.
The technology powers both our Service Desk Management and Executive Insights solutions, providing actionable intelligence at every level of your organization.
Identifies tickets in trouble up to 72 hours earlier than traditional systems
This early warning system gives your team the time they need to intervene effectively, preventing escalations and maintaining customer satisfaction.
Identify and resolve issues before they escalate
Higher CSAT scores through better service delivery
Make informed choices based on comprehensive insights
See how our advanced AI technology can transform your ticket management and service delivery