AI Service Desk & Email Triage
Cut response times, reduce agent workload, and keep every customer conversation on-brand. Our AI reads inbound emails, understands intent, drafts replies, routes tickets to the right queue, and escalates when needed—always with human oversight.
Key Features
Built for real‑world security and day‑one productivity.
Advanced details (for power users)
NLP/RAG pipeline: semantic classification → policy engine → retrieval-augmented draft → confidence scoring.
Grounding: answers cite your KB, SOPs, or past tickets; snippets are shown inline so agents can verify.
Escalation logic: thresholded confidence, keyword/regex guards, PII presence, or SLA breach → route to L2/on-call.
Safety: intent whitelists, forbidden topics, redaction (PII/PHI), and audit logs for every AI suggestion.
Integrations
Email: Microsoft 365 (shared mailboxes), Google Workspace (labels & filters).
Service desks: Zendesk (tickets, macros, tags, CSAT), SuiteCRM (Cases, Contacts, custom fields).
Optional: Jira Service Management, Freshdesk, Teams/Slack for approvals.
Human-in-the-loop, done right
Approval surfaces: inside Zendesk/SuiteCRM, or via Teams/Slack cards/email.
Learning loop: accept/edit/reject signals retrain routing and reply templates; per-queue tone & glossary controls.
Guardrails: never auto-send in low confidence or sensitive categories.
KPI dashboards
Time saved = auto-resolutions × avg handle time (per queue, per agent).
CSAT = survey results mapped to AI-assisted vs manual.
Accuracy = correct classification %, correct routing %, approval rate of drafts.
Ops health = first-response time, backlog burn, escalation rate, deflection via suggested articles.
Security & compliance
Deploy on-prem or private cloud.
SSO/RBAC by team/department; least-privilege mailbox scopes.
Encryption in transit/at rest; PIPEDA/GDPR friendly; HIPAA-ready patterns for clinics.
Full audit trail of inputs, drafts, approvals, and sends.
What it does
Essential tools for your success.
Drafts replies, classifies, routes, escalates
Detects intent (billing, access reset, outage, refund, appointment, etc.), assigns priority and SLA, proposes a response, and sends or escalates based on your rules.
Human-in-the-loop approval & learning feedback
Agents accept, edit, or reject suggestions in one click. Their feedback continuously improves classifications, routing, and tone.
Integrations: O365, Gmail, Zendesk, SuiteCRM
Connect shared inboxes and service desks in minutes. Auto-create/close tickets, add comments, update fields, and sync tags/labels.
KPI dashboards: time saved, CSAT, accuracy
Real-time metrics show automation impact, response quality, and where to fine-tune playbooks.
Who it’s for
SMBs, municipalities, healthcare clinics, and ops teams that manage support.
Capture
AI watches shared mailboxes or helpdesk channels.
Understand
Extracts entities (account, order #, device, patient ID) and intent/urgency.
Decide
Applies your routing rules, SLAs, and business hours.
Draft
Generates a context-aware reply with citations to your knowledge base.
Approve/Send
Agent approves, edits, or escalates; AI learns from each action.