Resolves tickets, not just replies.
The Ticket Agent reads the ticket, understands the customer from their history, investigates the issue with your connected tools and resolves it, across email, chat, Slack and more. What it can not resolve with confidence, it hands to a human, with the research already done.
Why teams use the Ticket Agent
Resolves more automatically
Handles issues end to end, without a human having to touch every ticket.
More than just replies
Investigates what is really going on, uses connected tools and takes action to fix the problem.
Across every channel
One agent across email, chat, Slack, Teams, WhatsApp and SMS, with the same context.
Knows when a human is needed
If it can not resolve with confidence, it escalates with the research done and customer context attached.
How the Ticket Agent works
Understands the issue
Reads the conversation and uses memory to understand the customer and their history.
Investigates
Uses knowledge, skills and connected tools to work out what is happening.
Resolves
Replies to the customer and takes the actions needed to close the issue.
Escalates when needed
Hands over to a human when judgement is required, with the groundwork already done.
Common questions
What exactly does the Ticket Agent do? +
It reads incoming issues, investigates them with your tools and your knowledge and resolves them on its own, across every connected channel. What it can not close with confidence, it escalates to your team.
Which channels does it work across? +
Across email, chat, Slack, Microsoft Teams, WhatsApp and SMS, with the same context and the same rules on every channel.
What happens when it gets stuck? +
It escalates to the right person, including the research and customer context, so your team does not start from scratch.
Can I control what it is allowed to do on its own? +
Yes. Through guidelines you decide what it can settle on its own and when it has to bring in a human.
Does it replace my support team? +
No. It takes on the routine so your team can focus on the cases that need real judgement.
Works with the tools you already use
Test the Ticket Agent on your real tickets.
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