Customer support: every email, a properly labelled ticket
An agent reads every email that reaches support, turns it into a ticket with its label and its owner, and leaves the reply prepared. A person approves it.
The problem
“Customer emails end up with no owner.” They arrive in several mailboxes, everyone assumes someone else has seen it, and one goes unanswered. The customer writes a second time, already annoyed.
It happens in any company that gives support by email with nobody dedicated just to routing it. And there is a second problem: a good answer means finding out what that customer has contracted, what they were told last time and how something similar was solved.
How it is done today
Someone reads each incoming email, decides what it is about and opens the ticket by hand, if they remember. The label depends on who opens it. Then they search old tickets and the documentation, and write the reply from scratch.
When that person is on holiday or in a meeting, the mailbox waits.
How we solve it
- It reads every email that reaches the support mailbox.
- It turns it into a ticket in your tool, with the customer, the subject and the text of the email.
- It labels it and assigns it to the right person, using your routing rules.
- It looks up the information needed to answer: what is already known about that customer and how similar requests were solved.
- It leaves the reply prepared in the ticket, for a person to review.
- If someone asks how a request is going, it answers with the status of the ticket.
Result
In our own company, every email that reaches support becomes a properly labelled ticket. Nobody opens them by hand.
What it takes
Timeline
Logging and labelling are quick to set up. The prepared replies improve as what the assistant knows about each customer is put in order. The exact timeline comes out of the assessment.
Data and access
Access to the support mailbox and to your ticketing tool. Your labels and your routing rules: what goes to whom. And the documentation people answer from today.
Your tools
Your email and your ticketing tool. There is no need to change tools or move the mailbox.
How it is built
Routing is done by a deterministic program, which always decides the same way for the same email. The AI only writes the text.
Knowledge is kept separate per customer, with no mixing: to prepare a reply, only that customer's information is consulted.
The text of an email is treated as data, never as instructions for the agent.
The agent has no permission to send email to customers. The reply goes out when a person approves it.
Frequently asked questions
Does the AI reply to my customers without anyone reviewing it?
No. The agent prepares the reply and a person always approves it before it goes out.
Who decides who each ticket is assigned to?
Your rules. Routing is done by a program that always decides the same way, not by the judgement of an AI model.
Do I have to change my ticketing tool?
No. Tickets are opened in the one you already use, with your labels.
Is one customer's information mixed with another's?
No. Knowledge is kept separate per customer, with no mixing.
What does Julditec do?
We implement the agent, adapt it to your company, train your team and maintain it. The day-to-day work is done by the agent; deciding and approving stays with your team.
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Part of Customer service and support