Supportbench has integrated powerful AI features to streamline your case management and improve overall efficiency. This article will guide you through the key AI functionalities, showing you how to make the most of these tools.
Would an instant ticket summary be helpful? With the new summary button located beside the forward button inside your ticket, you can quickly get an overview of any case.
If you believe you have a good solution within one of your tickets, you can create a Knowledge Base (KB) article directly from the ticket itself. The AI will generate the article and place it in the knowledge base. Note that you need to enable the KB feature to use this functionality.
We’ve introduced dynamic columns that intelligently analyze your tickets and provide suggestions on when a Knowledgebase article should be created for a solution within your ticket. Additionally, when you close a ticket, a summary of the ticket will be automatically generated, this summary will include a predicted CSAT score along with why and a predicted ces score.
You can now add several new dynamic AI columns to your Data views for extra insights:
Supportbench’s AI search feature allows you to search case histories more effectively. Instead of just keywords, the AI parses the question, searches for relevant cases, and provides answers based on the top results. While this feature may require some tweaking for accuracy, particularly with KB results, it can yield valuable insights if you ask the right questions using the right keywords.
The AI text regeneration feature within the Supportbench text editor allows you to refine and improve the content of your responses. This functionality can suggest rephrased text, correct errors, and enhance clarity, ensuring that your communication with customers is both professional and effective. Simply highlight the text you want to regenerate and click the AI regenerate button to receive improved suggestions.
Although this feature might not be enabled by default, you can activate the AI bot module in the features section. Once enabled, you can create a chat widget that allows customers to start chats with your support team or use it as a chatbot. The bot uses QA text on common queries and responds to customers with the latest GPT-4 technology. You can have hundreds of QA messages or leverage your KB, providing a trained model right out of the box for customers.
Supportbench’s AI features are designed to enhance your case management process, making it more efficient and user-friendly. By summarizing cases, creating KB articles from solutions, predicting customer satisfaction and effort scores, providing intelligent search capabilities, enabling AI text regeneration, and implementing AI chatbots, you can significantly improve your support operations. Enable these features and see the transformative impact on your customer support.
For further assistance and advanced features, explore the following resources:
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