Work inside the tool, not beside it
Agents live in the helpdesk. An AI assistant in a separate window is one they will use for a fortnight and then forget.
Everything we build appears as a field, a macro, a sidebar app or an internal note inside the existing ticket view.
What gets added
- Category, priority and routing set before an agent opens it
- A suggested reply as an internal note, with the source article linked
- A thread summary for long or escalated tickets
- Similar past tickets and how they were resolved
- Sentiment flags so frustrated customers surface early
The measurable effects
| Metric | Typical change |
|---|---|
| First response time | Down 40–60% |
| Misroutes | Down 50–70% |
| Handle time on documented topics | Down 25–40% |
| Satisfaction | Flat to slightly up |
Satisfaction staying flat is the result you want. It means the speed came out of the admin rather than out of the customer's experience.
Draft quality depends on your knowledge base
Suggested replies are only as good as the articles behind them. If your knowledge base is thin, fix the top twenty topics first — it is a fortnight of work and it doubles the value of the integration.
The unanswered-question log the system produces tells you exactly which twenty.
Rollout
- Triage only, shadow mode, for two weeks — measure misroutes
- Triage live, drafts in shadow, for two weeks
- Drafts visible to two agents who volunteer
- Whole team, with acceptance rate monitored weekly