A Journey of Thousand Miles starts with a Single Step - It was done with Freshdesk

Freshdesk is used to provide a seamless experience for customers to reach the support department on the products and services that we offer. The sophisticated user interface enables the Agents / support engineers to access the customer reported problems and respond to them from one single interface. The automation helps in triaging the tickets saving the effort by the L0 team and the scenario-based automation helps the agents to focus more on addressing the customer problems rather updating the ticket properties to move in its lifecycle. The unlimited reports give enough freedom for the support manager to define metrics and measurements and to customize them, and have them delivered to their Inbox directly even without login to the tool. The dashboard features help the service delivery managers to project the team's performance, quality of service delivery in their governance meetings with stakeholders. Integrations with other systems (Telephony, Chat) etc., comes handy to centralize the operations. The Chatbot and AI tools have immense potential to help the support organizations to a greater extent. The tool offers APIs for customization or integrations can effectively be used.

No. Infact it was a disappointing experience. On one hand there is a heavy cost associated with using the bot, on other hand, the functionality of the bot couldn't be greatly appreciated as it does a basic job a submitting a ticket, which otherwise customers can do it themselves. The number of use cases and OOO features of AI can be explained more to bring awareness by addressing the pain points of the customer.