AI helpdesk and knowledge base automation
A helpdesk ticketing system and a knowledge base only work if tickets get to the right person and the articles stay current. These helpdesk automations use AI to categorise and route tickets, draft first responses, spot gaps in your knowledge base and write the missing articles for your team to approve. They work with tools like Zendesk and Intercom, from €99.
Helpdesk ticketing system automation
Triage is repetitive work. AI classifies each ticket, sets its priority and routes it, and flags the ones that need a person quickly.
Automating Support Ticket Categorization and Routing AI reads incoming tickets, tags category and product area, and routes to the right queue or agent — no more manual triage. Automated Ticket Priority Scoring Automatically score ticket urgency from language, account value and history so agents work the right tickets first, not just the oldest. Automate Duplicate Ticket Merging Automatically detect and merge duplicate support tickets from the same customer or issue so agents don't reply to the same problem twice. SLA Breach Risk Alerting Predict which open tickets are at risk of missing SLA before they breach, so agents and leads can act early instead of firefighting.
Knowledge base software and AI knowledge base content
A knowledge base falls out of date quickly. AI finds the questions you don't answer, drafts articles from resolved tickets and flags stale ones.
FAQ Knowledge Base Software: AI Answer Drafting AI drafts ticket replies grounded in your actual knowledge base articles, so agents edit and send instead of writing from scratch every time. Detecting Knowledge Base Content Gaps Automatically find questions your knowledge base can't answer by analyzing real ticket data, instead of guessing what articles to write next. Auditing Help Center Content Freshness Automatically flag outdated help center articles referencing old screenshots, features or policies before customers act on stale instructions. Updating Agent Playbooks From Resolved Tickets Automatically surface resolved tickets containing a new workaround or process worth adding to your internal agent playbook, before it's lost.
Faster first responses and QA
Drafting the first reply for common issues, and scoring conversations for quality, give agents back time and keep standards consistent.
Auto-Drafting First Responses for Common Issues Automatically draft first responses for common, repetitive ticket types so agents spend their time on the tickets that actually need judgment. Automating Agent QA Scorecards Automatically score support interactions against your QA rubric at full volume, instead of a small manual sample, for consistent agent coaching. Tagging Inbound Ticket Sentiment Automatically detect and tag customer sentiment on incoming tickets so genuinely upset customers get prioritized, not just the loudest ones. Language Detection and Routing for Support Detect the customer's language automatically and route tickets to a native or fluent agent, instead of guessing from country or forcing translation.
Process areas
All Customer Support jobs
Auditing Help Center Content Freshness Automatically flag outdated help center articles referencing old screenshots, features or policies before customers act on stale instructions. Auto-Drafting First Responses for Common Issues Automatically draft first responses for common, repetitive ticket types so agents spend their time on the tickets that actually need judgment. Automate Chargeback Evidence Compilation Automatically compile the specific evidence package your payment processor requires to dispute a chargeback, pulled from order and support records. Automate Duplicate Ticket Merging Automatically detect and merge duplicate support tickets from the same customer or issue so agents don't reply to the same problem twice. Automate Password Reset and Account Access Automatically verify identity and process password reset and account access tickets, freeing agents from the highest-volume, lowest-judgment request type. Automate Refund Approval Routing Automatically route refund approvals to the right approval level by amount and risk, instead of every refund needing the same manual sign-off chain. Automate Shipping Delay Notifications Automatically detect shipping delays and draft or send proactive customer notifications before a where-is-my-order ticket gets filed. Automated Ticket Priority Scoring Automatically score ticket urgency from language, account value and history so agents work the right tickets first, not just the oldest. Automating Agent QA Scorecards Automatically score support interactions against your QA rubric at full volume, instead of a small manual sample, for consistent agent coaching. Automating Billing Dispute Triage Automatically categorize billing disputes by root cause and route each type to the right process, instead of one generic dispute queue. Automating Order Status Inquiries Automatically answer where-is-my-order tickets with real shipment data, resolving the most common retail support request without agent involvement. Automating Refund Request Triage Automatically triage refund requests — auto-approve low-risk cases within policy, route high-value or suspicious ones to a human reviewer. Automating Regulator Complaint Reporting Automatically compile complaint data into the specific format your regulator requires, pulling from your complaint register instead of manual assembly. Automating Support Ticket Categorization and Routing AI reads incoming tickets, tags category and product area, and routes to the right queue or agent — no more manual triage. Average Handle Time Reporting Automatically break down average handle time by category, channel and complexity, instead of one blended number that hides what's actually slow. Booking Amendment and Cancellation Automation Automatically process booking amendment and cancellation requests against rate rules and availability, escalating only genuinely complex cases. Call Transcript Summarization for QA Automatically summarize support call transcripts into structured QA-ready notes, instead of reviewers listening to full call recordings. Chatbot-to-Agent Handoff Summarization Automatically summarize the bot conversation before handoff so agents start with context, not a customer repeating everything they already typed. CSAT Survey Follow-Up Automation Automatically detect low CSAT scores and trigger a timely follow-up, instead of letting negative feedback sit unread in a dashboard. Detecting Knowledge Base Content Gaps Automatically find questions your knowledge base can't answer by analyzing real ticket data, instead of guessing what articles to write next. Detecting Ticket Reopening Patterns Automatically detect tickets and issues that keep reopening after being marked resolved, and surface the root cause before it repeats again. Drafting Cancellation Retention Offers Automatically draft a relevant retention offer when a customer requests cancellation, based on their actual usage and value, not a blanket discount. Drafting Clear Claim Denial Explanations AI drafts clear, compliant claim denial explanations grounded in the actual policy terms and denial reason, reviewed before every send. Drafting KYC Resubmission Requests AI drafts specific, compliant KYC resubmission requests explaining exactly what's wrong with a submitted document, cutting back-and-forth cycles. Drafting Regulatory Complaint Responses AI drafts complaint responses using pre-approved compliant language mapped to complaint type and jurisdiction, reviewed before every send. FAQ Knowledge Base Software: AI Answer Drafting AI drafts ticket replies grounded in your actual knowledge base articles, so agents edit and send instead of writing from scratch every time. Filtering Spam and Abusive Tickets Automatically detect and filter spam, bot-generated, and abusive tickets so agents only see genuine customer issues in their queue. First Contact Resolution Rate Reporting Automatically calculate true first contact resolution rate by checking for reopens and follow-ups, not just what agents mark as resolved. Flagging Churn Risk in Support Tickets Automatically detect churn risk signals inside support tickets and route them to customer success before the cancellation request arrives. Flagging VIP Customer Tickets Automatically flag tickets from high-value customers and route them to senior agents or account managers before SLA breach risk builds up. Formal Complaint Intake and Logging Automatically detect when a ticket constitutes a formal complaint and log it into your complaint register with the required fields, every time. Language Detection and Routing for Support Detect the customer's language automatically and route tickets to a native or fluent agent, instead of guessing from country or forcing translation. Live Chat Transcript Tagging and Archiving Automatically tag and archive live chat transcripts by topic and outcome, so chat history is searchable and reportable like your ticket data already is. Macro and Canned Response Maintenance Automatically flag canned responses and macros referencing outdated policy, pricing or product details before agents send stale information. Proactive Chat Trigger and Outreach Automation Automatically trigger proactive chat outreach based on genuine friction signals in browsing behavior, not blanket pop-ups that annoy visitors. Responsible Gambling Flag Response Drafting AI drafts precise, compliant confirmations for self-exclusion and responsible gambling flag requests, routed and reviewed to meet regulatory obligations. RMA Processing Automation Automatically validate return eligibility and generate RMA numbers and labels, escalating only the genuinely unusual return requests. Sequencing Renewal Reminders and Follow-Ups Automatically sequence renewal reminders and follow-ups ahead of contract dates, escalating to a human when a customer goes quiet. SLA Breach Risk Alerting Predict which open tickets are at risk of missing SLA before they breach, so agents and leads can act early instead of firefighting. Support Cost per Ticket Reporting Automatically calculate true cost per resolved ticket by category and channel, factoring in handle time, escalations and tooling cost. Tagging Complaint Root Causes Automatically tag the true underlying driver behind each complaint, giving leadership a real pattern to act on instead of a vague category count. Tagging Inbound Ticket Sentiment Automatically detect and tag customer sentiment on incoming tickets so genuinely upset customers get prioritized, not just the loudest ones. Ticket Backlog Aging Report Automatically generate a ticket backlog aging report that breaks down what's stuck, why, and who owns it — not just a raw open-ticket count. Ticket Escalation Pattern Detection Automatically detect recurring drivers behind support escalations, instead of reviewing each one in isolation and missing the underlying pattern. Triggering Win-Back Campaigns From Inactivity Automatically detect meaningful customer inactivity and trigger win-back outreach at the right moment, not on a fixed generic day count. Unified Ticket Routing Across Channels Route email, live chat and social DMs into one consistent queue logic so response speed and ownership don't depend on which channel a customer picked. Updating Agent Playbooks From Resolved Tickets Automatically surface resolved tickets containing a new workaround or process worth adding to your internal agent playbook, before it's lost. Validating Warranty Claims Automatically Automatically validate warranty claims against purchase date, product registration and coverage terms so agents only review genuinely borderline cases. WhatsApp Business AI Customer Service Bot An AI assistant on WhatsApp Business that answers customer questions from your own content, books, and hands over to your team. From €799.
Common questions
What is helpdesk automation?
Automating the repetitive parts of support: categorising and routing tickets, drafting replies, escalating by SLA and keeping help content current.
Can it answer customers directly?
These automations assist your agents. For customer-facing answers on your site or WhatsApp, see our AI chatbot service.
Need it built around your systems?
See our AI chatbots and customer service service for custom builds.