Overview
Generate editable drafts, KB suggestions, and ticket summaries on handoff.
Problem
Agents retype common answers and supervisors lose time reading long transcripts.
Solution
Chat Core assists with tone‑controlled drafts and creates concise TL;DR on close or handoff.
How it works
Enable AI assist, choose tone, enforce guardrails. Summaries and citations flow into Agent Desk tickets and Chronicle timelines.
Who is this for
Supervisor
Knowledge Manager
Agent
Expected outcomes
- Lower handle time and higher quality consistency
- Faster ticket read‑through in Desk
Key metrics
Average handle time (AHT)
Baseline
520 seconds
Target
380 seconds
Agent edits before send
Baseline
100 % of drafts
Target
25 % of drafts
Gallery
Downloads & templates
Case studies
SaaS helpdesk speeds responses
AI drafts reduced AHT by 27% while maintaining CSAT.
Software SMB APAC
Security impact
- Chat content for drafting & summaries · PII: customer-provided content
Compliance
- GDPR (lawful basis & DSAR support)
Availability & next steps
Team
Business
Enterprise