By using Artificial Intelligence in Tickets, it is possible to gain insights, reduce response time, and increase the agility of information exchange between agents and customers in Support Management.
You can use the feature in 3 different ways:
⚠️Attention : This feature is available only for Zenvia Customer Cloud clients and for non-conversational channels, such as email, web client, and form.
AI-generated Analysis
The AI-generated Analysis is always available on the customer’s Ticket for consultation and offers the following resources:
- Customer : information about intention, NPS, churn risk (score from 0 to 10), customer sentiment (Neutral, Concerned, Frustration, Instability, and Curiosity) and the status of the received ticket.
- Request Summary : highlights up to 5 main topics of the received request.
- Response Suggestion : the AI creates a text, based on the situation, for you to respond to your customer. For new suggestions, click on the regenerate icon. To copy the response, click on the copy icon.
It is important to note that system errors may occur due to limitations, such as exceeding the supported content limit of the ticket or failures in processing the information. In such cases, wait a few moments and try again.
How to use the AI-generated Analysis
To use this feature:
1 . Go to Tickets in the left-hand menu;
2 . Go to the Ticket Dashboard of your daily routine > My Unresolved Tickets;
3 . Select the desired Ticket and click on View Analysis;
4 . Review the AI's response suggestion, and if you agree, click on the icon to send the message to the customer;
5 . The text suggestion will be added to the Public Action
from the ticket. You can format the text and add a file if necessary.6. Click on Add Action to send the message.
Done! You have replied to your client based on the suggestions generated by the AI.
Questions for AI
You can resolve doubts related to the ticket and ask for insights with the help of AI, so you can better understand your client's intentions.
To do this, type a question, click the icon and wait for the response.
Example: “what does the client want?” or “What are the client's main questions?”.
You can copy the AI-generated response or ask it to generate again.
⚠️Attention: Responses are not saved for future reference, but you can ask questions again as needed. When you write a new question, the previous answer will be replaced.
Enhance text with AI
To adjust the text or tone of the AI-generated response , follow these steps:
1. Enter the AI's text suggestion or create a new one in the Public Action field of the ticket and click the button;
2. Choose from the options:
- Expand text;
- Summarize text;
- Improve tone (Professional, Casual, or Friendly);
- Simplify language;
- Correct spelling and grammar.
When selecting an option, the AI will regenerate the response suggestion.
⚠️Attention: If the text exceeds the supported limit, an error screen will appear. Wait a moment and try again. In the next attempt, reduce the base text to send it to the AI.
3. To adjust the text, choose Replace the text;
💡Tip: To get a new suggestion, click on Try again. To cancel the action, click on Discard.
4. Click on Add action
to send the message.Done! This way, you optimize customer service with the Artificial Intelligence available in the Tickets.