Warranty claims resolution
A claims center where each incoming ticket is broken into its issues, mapped to the warranty line items that cover them with the page of the warranty document highlighted, clustered with resolved tickets to propose a solution, and explored as a network of ticket, issues, coverage and history.
One working session with the people in the seat: which decisions, which systems, what a good week looks like.
The app you see above, running on your own exports instead of the simulated world. Every screen, every decision, your numbers.
Wired to your systems with your permissions, agents proposing, people approving, the ledger recording who did what.
Overview
A warranty ticket describes several problems in one message. The analyst reads it, opens the warranty document, finds the relevant clause, checks the history and writes a decision, and each step is manual.
The app extracts the issues from the ticket, enriches them with policy details and historic claims, and shows for each issue the warranty line items that apply with the exact page of the warranty document. Issues are clustered with resolved tickets so a solution can be proposed, and the network analysis shows how the ticket, its issues, the coverage items and past claims connect. The recommended solution is applied in one step.
Key features
- Ticket list with filters: title, has solution, created by, with the issues in each ticket.
- Issue extraction and clustering: issues pulled out of the ticket text and grouped with similar resolved tickets.
- Warranty coverage: relevant line items per issue with the warranty document open at the referenced page.
- Network analysis and issue solutions: the graph around the ticket and a proposed solution with apply.
Decisions it produces
- Apply the recommended solution to a ticket
- Confirm which warranty item covers an issue
- Reassign a ticket that needs a specialist
- Create a ticket from an inbound message
Data sources
| Ticketing | tickets, descriptions, creators |
|---|---|
| Warranty documents | line items, categories, deficiencies, pages |
| Policy administration | coverage terms and periods |
| Claims history | resolved tickets and applied solutions |
Simulated data throughout. Book a call to see it on your own systems.
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