We’ve started deploying our email auto-reply support agent, and we’re already starting to see its ripple effects.
Our agent sits on top of Zendesk and Salesforce Service Cloud, and acts as a support agent. It will:
- Automatically determine whether to respond, or to escalate;
- When responding, either attempt to solve the issue, or collect follow-up info (receipt, transaction logs, error messages, etc) for humans to effectively take over—saving lengthy back-and-forth exchanges;
- When escalated, triage and route to the right team’s queue.
Not all inquires can (or should) be handled by AI, which is why our combination of natural language + hardcoded filters and clear escape hatches allow businesses and customers to stay in control.