ThinkOwl

ThinkOwl is a cloud-based helpdesk software that integrates artificial intelligence (AI) and case management to deliver efficient customer support across various communication channels. According to the vendor, ThinkOwl aims to enhance customer engagement and foster stronger customer relationships by providing proactive, assisted, and self-service support. This versatile solution is used across diverse professions and industries, including IT helpdesk, complaint management, back-office case management, HR management, and banking case management.

Key Features

Multichannel Inbox: According to the vendor, ThinkOwl's multichannel inbox captures customer interactions from multiple channels, such as email, chat, social media, and phone, in one interface. It prioritizes customer inquiries by topic and urgency, aiming to help agents manage and respond to customer tickets more effectively.

Case Management: The vendor states that ThinkOwl's case management feature automatically extracts essential customer data from cases and populates the relevant input fields. This feature aims to provide agents with all the necessary information and context on their screens, eliminating the need for manual data copying and pasting.

Helpdesk Workflow Management: According to the vendor, ThinkOwl's workflow automation allows users to design and customize workflows for case processing. It aims to enable agents to trigger tasks and actions from cases with a simple click, reducing manual post-processing and improving efficiency.

Chat & Chatbot: The vendor states that ThinkOwl's AI-powered chat tool provides real-time conversations with customers, even when agents are unavailable. The chatbot aims to understand customer inquiries and intentions, providing the best possible answers and suggestions.

Customer Portal: According to the vendor, ThinkOwl's customer portal offers a self-service support experience for customers, accessible 24/7. Customers can check the status of their tickets, browse articles, and find answers to their inquiries without the need for agent assistance.

Analytics & Reporting: According to the vendor, ThinkOwl's AI captures customer topics and mood, providing insights into customer inquiries and trends. It visualizes customer satisfaction and team performance through analytics and reporting, aiming to help managers make data-driven decisions.

Integration: According to the vendor, ThinkOwl allows integration with existing and future external systems via API, enabling seamless data exchange and workflow management. It supports third-party integrations to the ticketing system, further enhancing efficiency and productivity.

Data Security: The vendor states that ThinkOwl ensures secure operation with authentication by single sign-on (SSO) script for access and permissions. It follows certified cloud operation standards with comprehensive audits and security measures to protect customer data.

Artificial Intelligence: According to the vendor, ThinkOwl's AI-powered features automate routine tasks, such as case assignment and data extraction, aiming to improve efficiency and accuracy. It supports human-machine collaboration, providing agents with suggestions for responses and relevant case information.