AI Ticketing Software
Automates ticket classification, prioritization, routing, and reply drafting for faster customer support.
Executive Summary
Kayako's AI Ticketing Software streamlines customer support operations by leveraging artificial intelligence to automate key aspects of ticket management. It intelligently classifies incoming support tickets, assigns appropriate priority levels, and routes them to the correct agents or departments, significantly reducing manual effort and initial response times. Furthermore, the AI assists agents by drafting accurate and contextually relevant replies, enabling faster and more consistent communication with customers. This automation not only boosts agent productivity but also enhances the overall customer experience by ensuring quicker resolutions and efficient handling of inquiries across various channels. The platform aims to provide enterprise-grade features for businesses of all sizes, making advanced support capabilities accessible.
Use Cases
- Ecommerce AI Customer Support
- Internal IT Support Desk
- Automating ticket classification and routing
- Drafting accurate replies for customer inquiries
- Improving support efficiency and resolution times
Features
Visibility
- Unified Inbox: Consolidates customer interactions from all channels into a single, centralized view for agents.
- Real-time Analytics: Provides dashboards to monitor key support metrics, agent performance, and ticket resolution status.
Intelligence
- AI-Powered Classification: Automatically categorizes incoming tickets based on content, intent, and urgency.
- Intelligent Prioritization: Assigns priority levels to tickets to ensure critical issues are addressed first.
- Dynamic Routing: Routes tickets to the most appropriate agent or team based on skills, availability, and ticket type.
- Reply Suggestions: Generates accurate and contextually relevant draft responses to help agents resolve issues faster.
Support
- Omnichannel Engagement: Support customers across multiple channels including email, chat, and social media.
- Scalable Support: Offers robust features suitable for businesses of all sizes, from SMB to enterprise.
Technical Specifications
- Architecture
- Cloud-based platform with a proprietary REST API for integrations and extensibility.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Zapier
- WHMCS
Security & Compliance
Certifications: GDPR
Pricing
- Target Customer
- SMB,Mid-Market,Enterprise
About Kayako
Kayako is a customer service software company that provides cloud-based and on-premise help desk, CRM, and live chat software. Acquired by ESW Capital in 2018, Kayako now focuses on an AI Help Desk Platform to clear backlogs, raise CSAT, and speed responses for businesses of all sizes.