Maximizing Ticket Throughput: Conventional Tools vs Xempla’s AI Agent for Remote Operations Engineers

In a Remote Operations Center, where speed is the name of the game, engineers have to manage and resolve tickets as fast as possible, under tight deadlines and strict Service Level Agreements (SLAs). Yet, low ticket throughput remains a persistent challenge. Conventional tools and processes often fail to keep up with the growing complexity and volume of tickets, leading to backlogs, inefficiencies, and dissatisfied customers.

This article explores why the existing approach struggles to deliver results, diving into the root causes of low ticket throughput. We also introduce Xempla’s Remote Ops AI Agent, a cutting-edge solution tailored to revolutionize how ROC engineers manage and resolve tickets, boosting both speed and quality.

Let’s start by breaking down the problematic status quo.

Conventional Tools and Processes: Understanding Reasons Behind Low Ticket Throughput

Despite the critical nature of operations, many Remote Operations Centers still rely on conventional tools and outdated processes that hinder ticket throughput. Understanding these pain points is essential to rethink why and how the ticket review, assessment, and resolution process must be transformed.

• Ineffective Ticket Management: Poor prioritization leads to less critical alerts being worked upon first instead of high-priority issues, skewing the value of tickets resolved. Duplicate and redundant tickets waste time and create confusion.
• Time-Consuming Manual Triaging: Manual data gathering and limited context slow diagnostics, especially for complex tickets. Without actionable insights, engineers are left performing preliminary analysis for each new issue, which slows throughput and introduces the risk of human error.
• Lack of Sophisticated Technology: Legacy systems and poorly integrated tools lack automation and features for seamless collaborations, forcing engineers to toggle between systems and do the mundane work over and over again.
• Repetitive Administrative Tasks: Non-core tasks like data entry and reporting distract engineers from reviewing and resolving tickets efficiently. Over time, the cumulative effect of this administrative burden significantly reduces ticket throughput.
• Individual Performance Issues: Lastly, the human factor can’t be ignored. Increased workloads and the absence of a viable solution to their problems cause a vicious cycle of fatigue, burnout, and low productivity, resulting in even lower throughput.

Game-Changer: Xempla’s AI Agent for Remote Operations Engineers

The Xempla Remote Ops Agent, a specialized AI Agent for Remote Operations Center Engineers, offers a pathbreaking solution for increasing ticket throughput by leveraging AI and automation to streamline workflows, reduce manual effort, and enable engineers to resolve tickets faster and more effectively. Here's how:

1. Automating Repetitive Tasks

• Initial Triaging: Automatically categorizes, prioritizes, and assigns tickets based on urgency, complexity, and SLA requirements.
• Preliminary Diagnostics: Runs automated diagnostic checks on assets, gathers performance data, and identifies potential root causes before the engineer intervenes.
• Resolution Suggestions: Provides AI-powered recommendations and step-by-step prompts to resolve recurring or predictable issues, reducing the time needed for investigation.

2. Prioritizing High-Impact Tickets

• Intelligent Prioritization: Uses AI to assess ticket urgency based on operational impact, SLA deadlines, and customer priorities.
• Automatic Issue Qualification: When enabled, the Agent automatically moves relevant issues into the investigation phase, saving 100% of the time and effort that goes into preliminary triaging.
• Proactive Issue Escalation: Identifies tickets likely to escalate (e.g., recurring failures or approaching SLA breaches) and raises them for immediate attention.

3. Enhancing Data Access and Quality

• Centralized Asset Information: Aggregates historical maintenance logs, performance trends, and failure patterns into a single view.
• Dynamic Data Updates: Continuously updates information from connected devices, IoT sensors, or Building Management Systems (BMS).
• AI-Powered Insights: Flags anomalies or patterns that engineers might otherwise miss, expediting root cause analysis.

4. Minimizing Cognitive Load

• Filters Noise: Consolidates and organizes alerts, suppressing redundant or irrelevant notifications.
• Guided Workflow: Breaks down complex tasks into manageable, step-by-step actions, ensuring consistency and familiarity with the flow of work.
• Focused Sessions: Displays only the most relevant ticket information and progress metrics, tailored to the engineer. They can work more efficiently without distractions, improving both speed and accuracy.

5. Enabling Predictive Maintenance and Preemptive Action

• Forecast Failures: Uses historical data and AI models to predict when equipment is likely to fail, enabling proactive ticket creation and resolution.
• Preemptive Alerts: Flags potential issues before they become critical, allowing engineers to address them early.
• Condition-Based Maintenance: Optimizes maintenance needs based on real-time asset conditions, avoiding unnecessary effort if the asset is working fine.

6. Facilitating Collaboration and Knowledge Sharing

• Integrated Communication: Connects engineers with peers and supervisors on its in-built messaging interface for quick consultations on complex issues.
• Automated Notifications: Ensures smooth transitions by automatically updating the status and context of unresolved tickets.
• Knowledge Repository: Provides instant access to past resolutions, best practices, and troubleshooting guides.

7. Continuous Performance Monitoring

• Progress Tracking: Monitors ticket status, SLA compliance, and time taken to resolve a ticket.
• Improvement Tips: Analyzes engineer interactions and uses learnings to provide bonus improvement tips for the next cycle.
• Feedback Loops: Uses resolution outcomes to refine itself and improve future recommendations. As the user has more sessions with the Agent, it understands the usage pattern and drives automation to provide context and insights without any clicks.

Key Outcomes Achieved with the Remote Ops Agent

• Higher Ticket Throughput: Faster ticket triage, investigation, and resolution.
• Reduced Backlogs: Prevents ticket pile-ups by enabling proactive and streamlined workflows.
• Improved SLA Compliance: Ensures timely resolution of high-priority tickets, minimizing penalties or escalations.
• Enhanced Engineer Productivity: Frees engineers from repetitive tasks, allowing them to focus on complex, high-value activities.
• Improved Customer Satisfaction: Faster, smarter resolutions lead to better service quality and stronger client relationships.

By enabling a hyper-focused, automation-powered, and AI-augmented workflow, Xempla’s Remote Ops Agent empowers ROC engineers to work smarter and faster, fundamentally transforming how tickets are managed and resolved.

Here’s what hyper-focused sessions for a real-world reliability engineer using the Remote Ops AI Agent look like:

Some of our esteemed customers are driving significant productivity gains, cost savings, and better asset outcomes, only to be amplified by the transformed maintenance operations model enabled by the Agent:

SODEXO HEALTH & CARE

• 20% Reduction in Reactive to Total Work Order Ratio
• Increased Productivity, Lower Turn Around Times
• 85 Early Asset Lifecycle Events Avoided
• 69 Critical Asset Outages Prevented

ENERGY AUSTRALIA

• 18% Reduction in Maintenance Visits
• Improved Customer Satisfaction and After-Sales Service
• Powerful Automation and Intelligence for Technicians
• Reduced Operational and Service Engineer Costs

Going One Step Further: Combining Throughput Quantity With Quality

While speed is critical, resolving tickets quickly at the cost of quality can backfire, leading to recurring issues and dissatisfied clients. Xempla’s Remote Ops Agent ensures that throughput quantity and quality go hand-in-hand by emphasizing

• First-Time Fix Rates: By providing engineers with precise diagnostics and resolution guides, the Agent minimizes the chances of repeat tickets, boosting FTFR.
• Context-Aware Insights: The Agent contextualizes every ticket with historical and real-time data, enabling engineers to make informed decisions without guesswork.
• Compliance Assurance: Automated checks ensure that resolutions adhere to SLAs and operational standards, protecting the ROC’s reputation and reducing penalty risks.
• Collective Expertise: The Agent curates a centralized knowledge repository, ensuring that every resolved ticket enriches the ROC’s collective expertise.

Conclusion: Maximizing Ticket Throughput with Xempla’s Remote Ops AI Agent

Conventional tools and processes in ROCs often fail to deliver the efficiency and effectiveness needed to manage today’s complex operational environments. Xempla’s Remote Ops Agent changes the game by introducing intelligent automation, AI-powered insights, and streamlined workflows tailored to ROC engineers. By overcoming the problems of time-consuming manual triaging and poor ticket management, it helps engineers maximize throughput without compromising quality. The future of remote operations lies in embracing AI-based solutions like Xempla’s Agent. With this transformative tool, ROCs can not only meet but exceed the demands of modern engineering and maintenance operations.

Book your demo today or schedule a discovery call with our expert to learn more.