Templated Responses
RESPONSES TO COMMON COMPLAINTS
Your agents are spending hours per week searching through knowledge-bases for the right response templates, or even worse, re-writing the same form language by hand. Our AI helpers can take your templated responses, or create new ones, and automatically populate them with details with a customer contact to save human agents both time and headache.
Repetitive actions are the bane of efficiency
Responding to complaints is one of the biggest sources of repetitive action. In most workflows agents are repeatedly gathering the same data to write the same responses to dozens of similar complaints every day. This not only reduces efficiency, but also introduces risk of error.
Upload Templates or Generate AI Templates Based on Previous Responses
Upload your own pre-approved templates and the AI helper will select the best one based on the customer contact. Alternatively for emerging issues with templates the AI can suggest new templates based on common responses to similar customer contacts. These responses can be exported for legal review before being templatized for future contacts.
Automatically Pre-fill Based on Available Information for Agent Review
The AI helper will automatically take information available from the conversation to pre-fill important fields. It is able to use both what the customer provided as well as information that the agent mentioned during the call, or in post call agent notes. Lastly, the templated responses can pull information from other data sources such as your CRM or ticket system with additional integrations.
Plug Into Workflows for Approvals Before Responding
Oftentimes you’ll need additional levels of approval before an agent can reply to a customer contact. Templated responses can support integration into the Zanko Case Management Platform or your own case management tool to kick off these workflows and connect seamlessly with existing processes.
