AI Agents for Automated Ticket Resolution
Agentic AI Agents can now automatically respond to and close simple customer tickets using your organisation’s training resources, reducing agent workload and improving response times. To know more, refer to AI Agents.
Auto Quality Assurance Powered by Lexi AI
Auto Quality Assurance (Auto QA) automatically analyses and rates all agent ticket interactions across emails and calls using AI-defined criteria. This enables consistent, objective, and continuous performance evaluation without manual sampling. To know more, refer to Auto Quality Assurance.
Requester Handling for Internally Forwarded Support Emails
When internal users forward customer issues to support, tickets are now created without incorrectly tagging the internal user as the customer. Service Agents can identify and update the correct customer from the email thread, reducing misrouting and follow-ups. To know more, refer to Requester.
Configure Non-Business Hours for Chats
You can now configure non-business hours for times when your organisation or agents are unavailable, define the customer-facing message, and choose whether chats are converted into tickets. To know more, refer to Non Business Hours.
Manage Agent Chat Availability from the Service Dashboard
Admins can now update the chat availability status of Service Agents directly from the Team Availability Service Dashboard. This enables quicker control over agent availability and improves real-time chat management.
