The Desk365 AI Agent is designed to enhance the efficiency of your customer support team. AI Agent will help your human agents generate quick, accurate responses to tickets, leveraging your own historical ticket data and knowledge base articles. This not only saves time but also ensures consistency, contextuality, and quality in customer interactions. This guide will walk you through the setup process of the Desk365 AI Agent.
Why use Desk365 AI Agent?
- Faster response times: AI-driven response drafting reduces the time spent composing replies.
- Contextual responses: Leverages previous ticket data and (soon) knowledge base articles for accurate replies.
- Multilingual support: Translate responses into 15 different languages to cater to a global audience.
- Flexibility and control: Agents can refine AI-generated responses, ensuring the final message aligns perfectly with customer needs.
How to enable Desk365 AI Agent?
To start using the Desk365 AI Agent feature:
- Navigate to Settings > Productivity > AI Agent in the Desk365 portal.
- Enable the AI Agent feature as shown in the image below.
Once this feature is activated, you’ll be able to use the Desk365 AI Agent. The AI will generate responses based on your data, such as ticket subjects, descriptions, and ongoing conversations.
Using the AI Agent: Step-by-step instructions
- Log in to the Desk365 agent portal and navigate to the ticket you want to manage.
- Within the ticket details window, locate and click on the Ask AI Agent option. This action will open the AI Agent window.
- Once the window opens, the AI Agent will automatically fetch the ticket details. If you’d like the AI to generate a response for the query, click on the Generate Response for This Query option. The AI will provide a suggested reply based on the ticket details, and previous responses.
Note: Carefully review the response to ensure it aligns with the ticket’s context before using it.
- Review the AI-generated response, and if it meets your needs, use the following options to manage the reply:
– Paste: Insert the response directly into the ticket as a reply.
– Copy: Copy the response to use it elsewhere.
– Regenerate: Request the AI to provide a new response if the initial suggestion is not satisfactory.
You can use the Desk365 AI Agent just like anyother GenAI software, asking it to perform various actions to enhance your responses. If the AI-generated reply doesn’t meet your needs, you can simply ask the AI Agent to create a new draft, effortlessly translate responses into any of the 15 supported languages directly within the AI Agent interface, etc.
Note: The Desk365 AI Agent feature is available only for customers on the Plus Plan or those using the Plus Trial. Customers transitioning from the legacy plan to the Plus Plan can contact Desk365 support for access.
The Desk365 AI Agent empowers support teams to reduce response times, maintain high-quality customer interactions and simplify workflows with intelligent tools.
Enable Desk365’s AI Agent today and revolutionize the way your team handles tickets.
