AI Generated Summary

Reduce AHT (Average ticket handling time) by effortlessly accessing customer intent, data, and context through our advanced AI-generated summaries.

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Introduction

As soon as the ticket is handed off from the bot to the agent, our AI steps in, it understands the user intent, collects the user information and creates a crisp summary of the conversation.

Summaries are generated only for the conversations where the number of messages in a conversation are greater than 7.

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How is this going to help?

Agents are equipped with comprehensive insights the moment they open a ticket, facilitating quicker responses, reducing AHT, and ultimately enhancing overall customer satisfaction. Here’s what the feature captures:

• Customer Information: Access key details effortlessly! Customer details such as phone numbers, order IDs, customer name and email ids are now intelligently included if mentioned during the conversation.

• Intent Identification: Our AI categorizes customer intents accurately, from Product Discovery to Cancel Order or Order Tracking.

• Current Conversation’s Summary: Use a concise 3-4 line summary of the current ticket, highlighting client responses and essential bot interactions.

Previous Summary: Keep the context intact! Easily recap the most recent ticket within the last 30 days, including both the summary and resolution for seamless continuity.