In the world of IT support, precision and efficiency are paramount. Managed Service Providers (MSPs) and IT departments handle countless tickets daily, often struggling with inconsistent classifications, unpredictable time estimates, and overwhelming documentation. Enter CrushBank Automations, purpose-built to address these challenges by leveraging a secure private data lake built for you by CrushBank connecting to all your data sources to deliver automations that are as unique as your business.
Unlike generic AI models that rely on publicly available or generalized data, CrushBank’s automation suite uses your data. The private data lake it creates from your tickets, configuration data and documents records forms the foundation for every feature. This ensures that all data enhancements are tailored to your business, eliminating the inaccuracies often introduced by generic or generative AI solutions.
SmartClassifier: Precision Built on Your Data
One of the standout tools in CrushBank’s suite is the SmartClassifier. Unlike generative AI systems, which can produce incorrect or irrelevant classifications, SmartClassifier uses machine learning trained on your historical tickets. This ensures that its classifications are accurate, relevant, and consistent with your business processes.
- Custom Classification: The system learns from your historical tickets to understand unique categories, subtypes, and terminology.
- Dynamic Reclassification: It revisits tickets after work is completed, updating classifications to reflect the actual resolution.
- No Guesswork: By avoiding generative approaches, it minimizes the risk of errors and ensures confidence in every classification.
With accuracy levels reaching a higher level than manual processes after a short optimization period, SmartClassifier saves technicians hours of manual effort while ensuring uniformity across the organization.
Auto Budgeting: Accurate Time Management
Time estimation is one of the most unpredictable aspects of IT support. CrushBank’s Auto Budgeting tool eliminates the guesswork by analyzing historical ticket data to forecast resolution times with precision. Benefits include:
- Enhanced Resource Planning: Realistic time estimates ensure technicians are neither overbooked nor underutilized.
- Improved Client Trust: Accurate predictions set clear expectations, leading to greater client satisfaction.
- Performance Insights: Comparing estimated and actual times helps identify training needs and improve efficiency.
Ticket Prioritization: Always Address What Matters Most
When ticket volumes surge, determining what to tackle first can be overwhelming. CrushBank’s Ticket Prioritization feature uses your enriched data to evaluate factors like urgency, complexity, and business impact, ensuring:
- Efficient Workflows: Automation eliminates the need for manual prioritization.
- Prompt Service Delivery: High-priority issues receive the attention they deserve, minimizing client downtime.
Issue and Resolution Summarization: Data at a Glance
Detailed support requests and lengthy email threads in support conversations can slow down technicians. CrushBank’s Issue and Resolution Summarization simplifies the process:
- Issue Summaries: Concise summaries of tickets as they are created.
- Resolution Summaries: after the ticket is closed a second summary is produced based on the work done.
- Knowledge Building: Summaries create a searchable knowledge base for future reference.
Why Generic AI Falls Short for MSPs
AI tools like ChatGPT and CoPilot, while useful for general tasks, fall short in IT support environments. These models are trained on publicly available datasets, which lack the context and specificity required for MSP operations. Generic AI:
- Misses Nuance: Cannot understand unique ticket classifications or internal processes.
- Introduces Risk: May create incorrect classifications or predictions based on unrelated data.
- Lacks Context: Offers time estimates and recommendations that don’t reflect your business’s realities.
CrushBank, by contrast, uses your private data lake to deliver precise, contextually relevant automations tailored to your operations.
Built to Evolve with Your Business
CrushBank’s tools are not static. They improve continuously through feedback and real-world usage, ensuring their relevance and effectiveness as your business grows. This adaptability makes CrushBank an invaluable partner for MSPs looking to scale operations while maintaining high-quality service delivery.
By integrating CrushBank’s automation suite into your IT support processes, you provide your team with the tools they need to work smarter, not harder. The result? Faster ticket resolutions, better resource management, and happier clients.