Intelligent Customer Support
Revolutionizes client interactions with 24/7 instant responses through intelligent chatbots and voice agents — handling routine inquiries and troubleshooting.
Key Capabilities
Support ticketing system generating unique ticket numbers.
Automated SLA tracking based on priority tiers.
Maintenance Contract (SLA) creation and service tracking.
Automatic escalation triggers logging breaches in real-time.
Integrated knowledge base query routing to AI Support Agent.
Frequently Asked Questions
What are the SLA resolution times?
SLAs are structured around priority: Urgent is 4 hours, High is 24 hours, Medium is 48 hours, and Low is 72 hours.
How does the AI assistant help support?
The AI platform reads incoming support queries, queries the vector knowledge base, and drafts a resolution description for agent review.
Does support desk track escalations?
Yes, SLA violations trigger automated escalations to managers.
Can we import issues from emails?
Yes. Inbound emails auto-generate open tickets in the ticketing workspace.
How is ticket priority determined?
Determined by account SLA tiers and selected impact severity codes.