Alhena AI Agent Assist
Empower support agents with AI for faster resolutions and accurate responses.
Executive Summary
Alhena AI Agent Assist is an AI-powered tool designed to transform customer support operations by empowering human agents. It seamlessly integrates with leading help desk platforms, operating directly within the agent's workflow to boost efficiency and effectiveness. The solution focuses on critical tasks such as summarizing complex customer tickets and drafting accurate, contextually relevant responses in real-time. By leveraging advanced Generative AI and Natural Language Processing, Alhena AI Agent Assist helps reduce manual effort, accelerate resolution times, and ensure consistent, hallucination-free communication, ultimately leading to improved customer satisfaction.
Use Cases
- Summarizing complex customer support tickets
- Drafting accurate and context-aware responses for agents
- Improving customer service agent efficiency and productivity
- Accelerating customer issue resolution times
- Enhancing overall customer satisfaction through consistent support
Features
Visibility
- Monitor AI-Driven Conversations: Allows supervisors to oversee all AI-assisted interactions and agent activities.
- CSAT Tracking: Tracks customer satisfaction scores to measure the impact and effectiveness of AI Agent Assist.
Intelligence
- Ticket Summarization: Automatically generates concise summaries of complex customer tickets for agents.
- Response Drafting: Provides accurate and contextually relevant response drafts to agents in real-time.
- Hallucination-Free AI: Ensures AI-generated content is reliable and accurate, minimizing factual errors.
- Incremental Training: Enables continuous improvement of AI models through ongoing training with new data.
- Custom AI Agents: Allows for the creation of tailored AI agents to meet specific business needs and use cases.
Support
- Real-time Agent Handoffs: Facilitates smooth and efficient transitions from AI to human agents when complex issues arise.
- Multi-channel Support Integration: Connects with various support channels like email, chat, and social media for comprehensive coverage.
- Self-Serve Integrations: Empowers users to easily set up and manage integrations with help desk platforms.
Technical Specifications
- Architecture
- Open architecture with prebuilt integrations and a powerful API for flexible deployment and customization.
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- Generative AI
- Natural Language Processing
Integrations
- Zendesk
- Freshdesk
- Intercom
- Gorgias
- Gladly
- Salesforce
Security & Compliance
Certifications: SOC 2 Type 2, GDPR Compliance Badge, PCI-DSS Compliance Badge
Encryption: Data is encrypted both in transit and at rest to ensure maximum security.
Pricing
- Model
- Freemium or Subscription-based
- Starting Price
- Start for free
- Target Customer
- Mid-Market,Enterprise
- Free Trial
- Yes
About Alhena
Alhena (formerly Gleen AI) provides hallucination-free generative AI solutions for customer success teams, primarily targeting eCommerce businesses. Their omnichannel AI platform drives profitability for online retailers by automating support, personalizing shopping journeys, and boosting conversions across various channels.