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Use Case

AI Ticket Management Agent

Triages tickets, extracts context and escalates to the right team.

Zendesk
Slack
GGmail
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Pain Points

  • Slow manual triage
  • Poor prioritization
  • Lost context across tools

Opportunity

Automate triage and enrichment to cut response times.

How AI can help?

The agent classifies, prioritizes, and enriches tickets; routes with summaries and suggested actions.

It can: Omnichannel ingestion: email/webchat/Slack/Intercom; Sentiment & urgency for prioritization; Draft reply suggestions + KB article search; PII detection and redaction; Response timers, escalations, and on‑call (PagerDuty/Slack); Route and notify on Slack.

  • OmnichannelEmail, webchat, Slack, Intercom; unified threads.
  • Reply assistDraft replies + KB snippets; adjustable tone.
  • Safety & PIIPII detection and masking; queue‑level policies.
  • Response timers & on‑callTimers, escalations, PagerDuty/Slack on‑call.
  • Zendesk integrationSync status, assignee, tags, notes, macros.

How it works

Step 1

New tickets from Email/Webchat/Slack/Intercom/Zendesk.

Step 2

Extract intent, entities, sentiment and urgency; draft a reply.

Step 3

Search KB; route to queue/assignee with summary.

Fast setup, iterative rollout
Step 4

Response timers; escalate when needed; Slack/PagerDuty notification.

Voice experience

  • Latency target: <300–500 ms turn-taking.
  • Barge‑in (interruption) and voicemail detection supported.
  • Confirmations/rephrasing for critical steps (e.g., dates, amounts).
  • Accents and languages configurable; speech rate and tone control.

Results & Benefits

  • First response time

    −40%

    Reduction (FRT)

  • Resolution time

    −20%

    Reduction (TTR)

  • Re‑routing

    −30%

    Reduction of mis‑routed tickets

  • 7‑day backlog

    −25%

    Backlog reduction after 7 days

Figures are indicative “up to” ranges depending on scope, timeline and volume. Methodology available on request.

Integrations

Zendesk
Slack
GGmail

Personalization

  • Custom taxonomy and queues

Common setups by vertical: scheduling (Cal.com / Google / Outlook), support (Zendesk / Intercom / HelpScout), workflow glue (Make / Zapier).

Security & Compliance

  • GDPR (EU), TCPA / Do‑Not‑Call (US/CA), SMS consent management and opt‑out.
  • Encryption in transit and at rest; configurable retention; PII redaction.
  • Region hosting options (EU / US); audit logs; role‑based access (RBAC).
GDPR logoGDPRTCPA logoTCPADNC logoDNCRBAC logoRBACPII logoPIIEU logoEUUS logoUS

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FAQ

Questions?

We got the answers

Short answers that cover process, timelines and integration. Still unsure? Book a quick call.

We target sub‑300–500 ms turn‑taking for natural conversations. Barge‑in (user interruption) and voicemail detection are supported to keep flows snappy.

Multiple languages and accents are supported. We can tune speaking rate, prosody and tone to match your brand, with male/female and regional variants.

We design for high availability with monitoring and alerting. Availability commitments are available on paid tiers; details on request.

Typically 5–10 business days after we receive access and assets (onboarding, integrations, flow tuning, QA, launch). Faster for standard stacks.

Yes. We customize prompts, policies and voice settings (pace, politeness, formality). We provide samples and iterate until it feels right.

We respect TCPA/Do‑Not‑Call and support consent capture, opt‑in/opt‑out keywords, and suppression lists per campaign and region.

Encryption in transit/at rest, configurable retention, PII redaction, audit logs and RBAC. EU/US regional hosting available. A DPA can be signed.