Executive Summary: AI-Driven Service Efficiency & Deflection Analysis
Project Overview
This project is a high-value data visualization proof-of-concept demonstrating the transformation of raw, anonymized enterprise support ticket data (from three historical exports) into a single, interactive infographic. The goal was to deliver actionable insights on service trends, customer sentiment shifts, and high-impact deflection opportunities.
Business Value & Impact
The analysis quantifies where support time is wasted on repetitive queries. By identifying that 43% of current ticket volume could be resolved via self-service, this project delivers a clear, evidence-based strategy for cost reduction, improved agent efficiency, and faster resolution times.
Skills Demonstrated (AI & Visualization)
- Generative AI Synthesis: Used LLM capabilities to analyze thousands of unstructured text fields to categorize tickets and extract qualitative customer sentiment.
- Data Transformation: Structured raw CSV data into a comparative five-quarter model for longitudinal trend analysis.
- Data Visualization & UX: Developed a fully responsive SPA using Chart.js, HTML/CSS, and Tailwind.
5 Quarters of Historical Data
Q2 Y1 through Q2 Y2
~15,000 Anonymized Tickets
Focus on Thematic Grouping
Strategic Focus Areas
Sentiment Shift & Deflection Potential
Q2 Y2 Key Performance Indicators (Latest Quarter)
Cross-Quarter Total Support Volume Trend
The ticket volume reveals a strong cyclical and growth pattern over the five quarters analyzed, emphasizing the necessity for scalable service solutions.
- Peak Volume: Volume peaked sharply in Q4 Y1 (4,140 tickets), likely driven by seasonal business peaks or major end-of-year operational changes.
- Sustained Growth: Although volume decreased in Q2 Y2, the current load remains 78% higher than the initial Q2 Y1 baseline, indicating a significant and sustained increase in overall service demand.
Top 5 Service Themes: Volume & Composition Over Time
This stacked bar chart isolates the five most frequent service request themes, showing how their proportional demand shifted across the quarters. This breakdown identifies stable workload drivers versus variable, event-driven demand.
- Core Drivers: General Maintenance/Repair and General Information & Admin consistently account for the largest share of overall demand, highlighting a constant requirement for day-to-day operational support.
- Variable Load: The HR & Onboarding Events theme shows proportional spikes during high-volume periods, confirming that staffing or event cycles directly influence support load.
Customer Sentiment Shifts (Qualitative Analysis)
Analysis of ticket summaries and descriptions reveals distinct changes in customer urgency and request complexity, directly corresponding to the ticket volume cycle. This timeline illustrates the evolution of customer needs.
Q2 Y1
Neutral & Procedural Focus
Low-volume quarter dominated by straightforward, transactional requests (e.g., "Internal Comms Request").
Q3 Y1
Increased Urgency/Time-Sensitive Needs
Volume spike led to a noticeable increase in tickets marked as urgent (e.g., "Need meeting room NOW").
Q4 Y1
Complexity and Operational Strain
The highest volume quarter featured more complex, multi-step requests (e.g., event hosting), reflecting user frustration.
Q1 Y2
Informational Seeking Dominance
As volume moderates, the majority of tickets revert to simple "how-to" and policy questions.
Q2 Y2
Efficiency-Driven Querying
Current quarter maintains a high level of repetitive, solvable-by-documentation questions, confirming a major deflection opportunity.
Deflection Opportunity (Quantity)
Quantifying the total number of tickets identified as suitable for self-service deflection across each quarter. The consistent high count confirms this as a priority strategy for reducing manual workload.
Top 3 Deflection Targets (Overall)
Focusing on these three recurring themes across all quarters provides the highest return on investment for knowledge base creation:
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1. FAQ & Policy Guide
Targeting 'General Information & Admin' - Over 1,900 tickets.
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2. Commuting & Parking Guide
Targeting 'Logistics & Asset Movement' sub-queries - Over 600 tickets.
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3. Meeting/Amenity Room Booking Tutorial
Targeting confusion in system use - Over 800 tickets.