Ticket AI Agent
Last updated
Last updated
ChatBees enhances your team’s efficiency throughout the ticket lifecycle with an AI Agent, reducing the number of clicks required by human agents or engineers and improving ticket resolution time by up to 52%. By building a comprehensive Knowledge Graph from historical tickets in HubSpot and other internal data sources (such as Confluence, Web Help Center, Google Drive, Notion, etc.), ChatBees provides a unified view that places the customer at the center of your agents' daily workflow.
When a new ticket is created in HubSpot Tickets, ChatBees generates a reference resolution based on historical tickets and the knowledge base. The support agent can then review and resolve the customer's issue.
ChatBees Copilot assists support agents throughout the entire ticket lifecycle. For example, agents can ask follow-up questions or have ChatBees draft a reply email to the customer based on the ticket resolution.
Upon connecting a HubSpot Ticket pipeline, ChatBees App immediately begins an automatic scan of your historical tickets, constructing a comprehensive Knowledge Graph from this data. Additionally, the app actively monitors ticket closure events in real-time. As soon as a ticket is marked as closed, ChatBees automatically incorporates it into the existing Knowledge Graph. This dynamic process ensures that your knowledge graph continuously expands and evolves, capturing the most recent customer interactions and resolutions.
As products evolve and new features are added, knowledge bases can become outdated. ChatBees addresses this challenge by automatically identifying and filling gaps in your existing knowledge repository. It does this by intelligently extracting valuable insights from historical support tickets. This continuous, automated process ensures your knowledge base remains current and comprehensive, even as your product landscape changes.
By leveraging the wealth of information contained in past customer interactions, ChatBees maintains an up-to-date, interconnected repository of valuable information, enhancing your team's ability to provide swift and accurate support.
By providing this dual approach - automated reference resolution and interactive copilot - ChatBees empowers support agents to handle complex issues more effectively. Agents can fine-tune their understanding of each case and deliver polished, solution-oriented responses to customers, ultimately enhancing the quality and efficiency of support interactions.
When a new ticket is created in HubSpot, ChatBees springs into action, automatically analyzing the ticket's content. Drawing from a rich repository of historical tickets and your comprehensive knowledge base, it swiftly generates a suggested resolution. This AI-driven process provides support agents with a valuable reference point, offering relevant information and potential solutions at their fingertips.
Armed with this intelligent recommendation, support agents can quickly review the suggested resolution, adapt it as needed, and address the customer's issue more efficiently. This streamlined workflow not only accelerates response times but also ensures consistency in problem-solving across your support team.
By leveraging past resolutions and curated knowledge, ChatBees empowers your agents to provide more accurate, timely, and effective support, ultimately enhancing customer satisfaction and reducing resolution times.
Support agents have the additional capability to access the ChatBees user interface directly. This feature allows them to delve deeper into ticket-related inquiries, gaining more comprehensive insights when needed.
Moreover, agents can leverage ChatBees' advanced AI to draft customer reply emails based on the proposed resolution. This functionality streamlines the communication process, ensuring that responses are not only accurate and consistent with the solution, but also professionally crafted.
ChatBees AI Agent revolutionizes customer support by automating complex issue resolution processes. When a customer issue arises, the AI Agent swings into action, performing a series of intelligent tasks:
Automatically analyzes the customer's issue
Retrieves relevant customer information
Executes appropriate actions based on the issue type
For instance, if a user requests license activation, the ChatBees AI Agent:
Automatically fetches the customer's details
Verifies the license purchase
Activates the license
This automation extends to various support scenarios, including processing refunds and other common customer requests. The human agent's role is streamlined to verifying and confirming these AI-initiated actions, significantly reducing manual workload and accelerating resolution times.
Furthermore, ChatBees is developing advanced AI-powered analytics capabilities. This upcoming feature will provide deep, actionable insights derived from your support tickets. By analyzing trends, common issues, and resolution patterns, this tool will empower your team to proactively improve customer experience and optimize support processes.
With ChatBees, you're not just resolving tickets – you're leveraging AI to transform your entire support ecosystem, driving efficiency and unlocking valuable business intelligence.
