CUSTOMER SERVICE
Customer service with AI: enquiries and complaints through to the solution
Support messages become tickets with a priority and a response time. When time runs short, the ticket escalates. Draft replies are written from your knowledge and from resolved tickets – and a good solution can become knowledge itself if you wish.
Tickets with priority and response time
- Every enquiry gets a number and a priority.
- The response time is tracked; when time runs short, the ticket escalates.
- With “Take over”, the ticket becomes yours; the stages show where it stands: new, in progress, waiting for the customer or resolved.
- Customer replies land back on the ticket.
- Resolved tickets close themselves after a week.
Replies from your knowledge
- “Draft a reply” writes an answer from your knowledge and from resolved tickets.
- Replies are sent directly from your mailbox – only when you click.
- You capture a good solution as an insight; once approved, it becomes part of your knowledge.
- In IT service, runbooks, SLAs and customer knowledge come together exactly where the ticket is handled.
Transcript
Support enquiries become tickets – with a response time. Every enquiry gets a number and a priority. The response time is tracked – once it’s exceeded, the ticket is escalated. With “Take over”, the ticket becomes yours. The stages show where it stands: New, In progress, Waiting for customer or Resolved. “Draft a reply” writes an answer using your knowledge and resolved tickets. When the customer replies, it lands back on the ticket. Once a ticket is resolved, the solution can become knowledge if you like – and the ticket closes by itself after a week.
How it works
- The ticket comes in through the inbox, or you put it into the chat or the triage workflow.
- Category, priority and next steps come from the right sources.
- Critical cases escalate; you check draft replies before they go out.
- You capture proven solutions as insights and approve them for the runbook.
Frequently asked questions
Does the AI reply to customers by itself?+
No. It drafts replies from your knowledge; nothing is sent until you click, directly from your mailbox.
What happens when the response time runs short?+
The ticket escalates so that it does not sit unanswered.
How does the AI know what is right?+
From your knowledge spaces and resolved tickets. New insights only count once your team has approved them.
More topics
See DENKRAUM AI with your own example
In a 45-minute demo, we show you suitable examples. Then we define a first use case together, along with the knowledge sources needed and the operating concept.