My review

I was able to reduce the Headcount by 50% and do the overall reduction in the operational cost. I implemented the bot calculator for the refund which used to get processed without the validation and was required a manpower. I worked around that with the help of time and motion study and figure out what actually agent does and create the rules accordingly. The bot implantation gave me the accuracy of 95% and helped me the reduce the HC by 50%. Also, with Freshdesk Omni you can auto assign the tickets to the manpower with the help of FIFO method and also you can align the same HC for the reopen ticket which helps the agents to understand the issue more accurately and resolve.