Smart Serve: Redefining Customer Support with AI-Driven Ticketing Intelligence | ||||
| Advanced Sciences and Technology Journal | ||||
| Articles in Press, Accepted Manuscript, Available Online from 22 August 2025 | ||||
| Document Type: Review Article | ||||
| DOI: 10.21608/astj.2025.392567.1069 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
Ahmed Taha  1; Doaa Mabrouk2; Ashraqt Tamer2; Mariam Tarek2; Fatma Alaa3; Mahmoud El-Fateh2; Fady Romany2
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| 1Computer Science Department, Faculty of Computers & Artificial Intelligence, Benha University, Benha, Egypt. | ||||
| 2Software Engineering Department, Faculty of Engineering, Egyptian Chinese University, Gisr el Suez, Cairo, Egypt | ||||
| 3Software Engineering Department, Faculty of Engineering, Egyptian Chinese University, Gisr el Suez, Cairo, Egypt. | ||||
| Abstract | ||||
| With growing customer expectations and increasing volumes of support requests, traditional helpdesk systems often fall short, resulting in slow resolution times, misrouted tickets, and a less-than-ideal customer experience. This paper presents Smart Serve, a cutting-edge AI-based ticketing solution that revolutionizes the working model of customer support teams. By leveraging cutting-edge Natural Language Processing (NLP) and state-of-the-art Large Language Models (LLMs), such as GPT and Gemini, the system automatically evaluates incoming requests for urgency, complexity, and category, enabling real-time prioritization, precise routing, and efficient handling. What differentiates this solution is its hybrid architecture: mundane issues are handled automatically with AI-powered responses, while tough ones are passed on smoothly to human agents. The combination of automation and human interaction will not only boost efficiency but also deliver a responsive and personalized customer experience. This study brings out the potential of innovative ticketing systems to revolutionize customer care, making it quicker, wiser, and more proactive. | ||||
| Keywords | ||||
| Artificial Intelligence; Natural Language Processing; Large Language Model; Gemini-Based Model | ||||
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