Revolutionizing Support Workflows with AI Ticket Summary App
Agents are often faced with the daunting task of juggling multiple tickets, prioritizing issues, and analysing customer sentiment. While experienced agents may excel at this, the sheer volume of tickets can quickly become overwhelming, delaying high-priority issue resolution. That’s where the AI Ticket Summary app can help. This app utilizes OpenAI’s capabilities to analyse the sentiment, tone, and language of support tickets that aid in routing them to the right agents for efficient resolutions. Here’s more on how the AI Ticket Summary app is revolutionizing support workflows for several Freshworks customers.
The Mechanics of the AI Ticket Summary App
The AI Ticket Summary app harnesses the power of gen AI to automatically analyse ticket requests and decode their sentiment, tone, and language. It streamlines support operations for improved customer service, increases efficiency by automating ticket management, enhances collaboration among support teams, enables data-driven decision-making through analytics, and is designed to scale with business growth over time.
With the help of OpenAI’s sophisticated language models, the app creates concise ticket summaries. Upon installation, whenever a Freshdesk ticket is generated, the app’s server-side component interacts with OpenAI’s API to analyse the ticket’s content and produce a summary. While the app’s basic prompt comes pre-configured during installation, administrators can customize it. This adaptability empowers businesses to align the AI’s responses with their distinct business-related support requirements.
Automation and Automation Patterns
The app employs a dynamic automation framework and at the core follows a three-step pattern:
Trigger: The first step is activated by specific events, such as the creation of a new ticket or a response to an existing one. The app instantly recognizes these triggers, before taking any actions, the app checks for additional criteria.
Condition: As soon as a trigger is met, the app then looks at additional criteria before executing the action. These conditions can range from ticket severity being categorized as ‘High’ to the ticket’s association with a specific organization. Post this, the app prepares to execute the subsequent actions.
Action: Upon satisfying both the trigger and condition, a set of actions is initiated. The app provides a range of pre-built actions that users can select based on their requirements. For instance, it encompasses fundamental actions like generating a summary using ChatGPT, assigning the ticket to a designated agent or group, adding a reply or a private note, and more.
The app also supports users in executing complex actions such as configuring HTTP requests to external URLs like Google Sheets. In the HTTP request configuration, the users can also use ticket properties such as subject, description, ticket ID, contact ID, and more as placeholders.
Sealing the Cracks
The versatility of the app allows users to tailor the app for various business requirements through customization. Here are a few ways, users can use this app to extend their Freshdesk account offerings:
- Automated First Response: The app’s customizable prompt enables the automatic generation of initial responses based on ticket content. The prompt-based automatic responses can set the tone for effective customer engagement.
- Escalation: The app can assess the urgency or severity of a ticket, escalate it to the right team, and ensure critical issues are addressed promptly.
- Language Translation: The app can also be configured to automatically translate support tickets to a desired language.
The AI Ticket Summary app by Taroo is a powerful tool that can help businesses of all sizes manage their customer support operations more effectively. The customizability of the AI Ticket Summary app addresses a wide array of challenges. Whether for a construction company or a hospitality enterprise, this app seamlessly extends Freshdesk’s capabilities to cater to unique business needs. If you need help managing your customer support inquiries, consider giving AI Ticket Summary a try. You can install the app here.