However, swarming may not be ideal for all situations, such as high-volume simple tasks or cases that need niche expertise. The article also introduces the Intelligent Swarming methodology, which allows efficient routing of work to the right experts and facilitates smart connections. Large enterprises can benefit from swarming as it helps reduce ticket transfers and resolution times. SAP uses the Intelligent Swarming methodology and the iSwarm technology to connect experts in customer support. The article concludes by stating that businesses prefer vendors that offer swift case resolutions and fewer escalations, which is what AI-powered swarming achieves.
Key takeaways:
- Swarming is a collaborative and flexible model used by support teams for efficient and complex case resolutions, contrasting with the traditional escalation-based tiered model.
- AI-powered swarming can implement various tools such as chatbots, self-service options, load balancing, case routing, task allocation, predictive analytics, and knowledge base updates, improving effectiveness and speed.
- Large enterprises can greatly benefit from swarming as it reduces ticket transfers and resolution times, and allows for quicker root cause analyses and resolutions in complex, multilayered landscapes.
- Customers value swift case resolutions and fewer escalations, and AI-powered swarming can provide immediate and positive outcomes, leading to efficient closure of troublesome support tickets.