Customer Support - Ticket Processing Template

This template lets you build you an end to end process automation to efficiently process the customer support tickets/cases.

Top Benefits

  • Optimization of the overall process to resolve customer support tickets by automating several steps
  • Automatic categorization of tickets
  • Automatic recommendation of KB articles
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Tasks

  • Fetch tickets from CRM
  • Categorization of tickets using GenAI
  • Manual categorization in case of auto-categorization is not feasble
  • Fetch related KB articles using GenAI
  • Ability to update KB manually
This template lets you build you an end to end process automation to efficiently process the customer support tickets/cases. The key use cases include: • A workflow using Generative AI to categorize support cases. • Look up recommended knowledge base articles for resolution. • Forms tasks allow agents to manually enter details as required.

See the Process Template in Action

Setup process

Install

Download the Process Template and follow the instructions to install it in your AAE Control Room.

Configure

Use the Process Template in a bot, configure keys and other credentials the Process Template will need (see the ReadMe for details.)

Run

That's it - now the Process Template is ready to get going!

Requirements and Inputs

  • Configure the CRM details in the task bot used for fetching tickets
  • Subscription to LLMs
  • Access to knowledge base

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