Tier-1 ticket analysis to identify BOT & AI knowledge-base opportunities that cut resolution time.
Most service desks are sitting on enormous automation potential — and most AI / chatbot programmes never deliver the deflection rates that were promised. Service360 brings a data-driven, vendor-neutral approach: analyse the actual ticket data, identify the genuine automation candidates, build the business case, and design a phased roadmap that survives contact with reality.
Four focused workstreams that combine into a single, evidence-based engagement.
Mining 12–24 months of historical tickets to identify the highest-volume, lowest-complexity categories — the genuine deflection opportunities.
Classifying opportunities across self-service portals, virtual agents, RPA, AI knowledge assistance, and agentic AI — matched to your tooling and maturity.
Building credible deflection assumptions, implementation cost ranges, and payback timelines — not the vendor-supplied 80% deflection fantasy.
Sequencing the automation backlog by value, feasibility, and dependency — with the governance to track real outcomes vs projections.
Anonymised situations from real engagements — the kinds of problems where Service360 is brought in.
An IT function wanted to launch a chatbot but had no clear view of what it should automate first. We analysed 18 months of ticket data, identified the top 20 categories, built use-case-level deflection projections, and delivered a sequenced 12-month roadmap — starting with the three highest-ROI use cases that paid for the programme.
A client had invested heavily in a service desk virtual agent that was deflecting only 8% of tickets after a year. We audited the implementation, identified that the knowledge base hadn't been refreshed since launch and intent training was sparse, and rebuilt the operating discipline that lifted deflection to 31% in four months.
A CIO needed a credible business case for agentic AI in IT service delivery — beyond vendor demos. We built a scoped, data-driven view: which workflows were genuinely agent-suitable, what the implementation costs would realistically look like, and what the operating model needed to look like to absorb and govern AI-driven actions.
Every engagement produces a defined set of evidence-based artefacts you can act on immediately.
CIOs, Heads of Service Desk, and Digital Transformation leaders building a credible, data-grounded automation programme — particularly where past initiatives have under-delivered.
Fixed-scope, fixed-fee packages calibrated to engagement depth. All fees in SGD, exclusive of travel for non-Singapore engagements.
Fees are indicative starting points. Final scope and fee are confirmed in a written engagement letter after a no-obligation scoping conversation. Day-rate model available for engagements that don't fit a packaged tier — contact us to discuss.
Most engagements start with a no-obligation 30-minute conversation to understand what you're trying to solve.