Efficient Digital Assistant Workflow for Ticket Monitoring and Dispatching

In a larger cloud operation team, there are groups working on Monitoring and Dispatching whose primary work is monitoring the ticket queue, understanding the ticket, and assigning it to a respective workgroup. In a shift, at least one colleague must be working in the Monitoring and Dispatching role, and in most scenarios, it's an if-else work. In S/4HANA, we hire people specifically for the Monitoring and Dispatching role, contributing to the total cost of ownership. It's not quality work for the people working on the Monitoring and Dispatching role. To solve this problem, we can develop a solution that can understand the sentiment of the tickets, know about the workgroups in a team, and assign them automatically. If we can achieve this, we can reduce the total cost of ownership, provide quality work to our colleagues, avoid manual misses, and have intelligent and optimized dispatching. The vision is to build a Digital assistant with continuous ticket monitoring, intelligent ticket dispatching based on the user workload, and understanding the context of the ticket to give more insights about the ticket like any similar issues solved, what the solution provided last time, and who solved the similar issue last time.