Overview
Intent, topic, sentiment, and language detection with redaction; draft suggestions with tone controls.
Problem
Manual triage is slow and inconsistent; agents spend time retyping common responses.
Solution
Smart triage tags and routes tickets automatically. Draft Assist proposes replies, translations, and tone-matched edits for one-click send.
How it works
Guardrails ensure human review with confidence thresholds. Summaries keep long threads navigable.
Who is this for
Support Manager
Agent / Senior Agent
Expected outcomes
- Faster first responses and better consistency
- Lower rework on repetitive tickets
Key metrics
First response time (FRT)
Baseline
45 minutes
Target
15 minutes
Agent words typed per ticket
Baseline
180 words
Target
60 words
Gallery
Downloads & templates
Case studies
TravelTech lifts CSAT with AI assist
FRT drop of 58% and 0.4 CSAT lift after rollout.
Travel SMB APAC
Security impact
- Message content (with redaction), labels · PII: yes (processed with guardrails)
Compliance
- GDPR (data minimization & DSRs)
- SOC2 (vendor management)
Availability & next steps
Pro
Enterprise