Automate customer service with AI-powered ticket handling

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January 20, 2023

Tekst

Belgium Tekst.ai Customer support

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Automate customer service with AI-powered ticket handling

AI-driven Platform Analytical Metrics Automation Business Conversations Communication Management Customer Service

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Overview

Tekst is an AI-driven platform designed to empower businesses by structuring and enhancing their communication management. It provides a suite of features designed to facilitate seamless and effective handling of emails, tickets, and other business conversations.

'Insights' is one of the core features, providing an overview and analytic metrics on all communication across the organization, facilitating informed decisions and workflow optimization.

'Automation' is another key feature, which uses historical data to analyze messages, enrich them with tags, reroute to the right inbox, and automate responses, which helps in reducing manual task time.

The platform also adds structure to individual mailboxes, aiding employees to better prioritize and bundle tasks, which can free up more time for high value work.

Tekst also provides seamless software integration with multiple platforms such as SAP, Salesforce, Microsoft Dynamics 365, Microsoft Outlook, and Zendesk.

It takes pride in being secure and compliant, ensuring information is always encrypted and data storage is avoided. Teksts implementation process is swift and frictionless and it supports multiple languages for global operation.

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Initial release

January 18, 2022

Initial release of Tekst.

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Organization Tekst.ai 🇧🇪 Belgium

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Customer support Tekst

Belgium Tekst.ai Customer support

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Pros and Cons

Pros

Automated customer support

Streamlines customer service

Automatically routes tickets

Sentiment detection

Language detection

Topic detection

Integrates with existing CRM

Tags and prioritizes tickets

Salesforce integration

HubSpot integration

Zendesk integration

Outlook integration

Zapier integration

Performance monitoring

File detection

Customer support data analysis

Fast and cost-effective

Support outside business hours

Increase productivity

Reduces costs

Capable of first line support

Backlog reduction

Faster response times

Lower cost per ticket

Specialization and prioritization

Monitor performance and ROI

Detects files for dispatch

Custom integration option

Dispatch, prioritize and tag emails

No setup cost

Seamlessly transitions to smart ticket routing

Enhance agent specialization

Identification, prioritization of most important issues

Dashboard insights

Automatic resolution of FAQs

Topic-based ticket prioritization

Routes tickets based on language, topic, sentiment

Routing efficiency

Link common tickets to previous answers

Intelligent language and topic detection for all systems

Smart email routing

Improve self-service

Agent focus on the most important issues

Boost service by integrating blogs to your tickets

Streamline support by auto-tagging cases in Salesforce

Streamlined HubSpot service through ticket labels

Greater insights of email handling

Improve service delivery using new patterns

Resolve repetitive tickets using past data

View 44 more pros

Cons

No live chat integration

No social media integration

Limited to certain CRMs

No SMS support

No self-service portal

No telephony integration

Doesn't support multichannel services

No offline support

Requires third-party integration for functionality

View 4 more cons

Q&A

What is Tekst.ai?

Tekst.ai is a powerful AI-driven customer support tool designed to automate and streamline customer service processes. It aids in reducing costs, increasing productivity, and providing quality support, even outside of business hours.

How does Tekst.ai improve customer service?

Tekst.ai improves customer service by automating the routing of incoming tickets via sentiment, language, and topic detection. It allows for seamless integration with existing CRM software, which further aids in tagging, prioritizing, and routing tickets. It also provides performance monitoring, file detection, and customer support data analysis capabilities.

Can Tekst.ai integrate with existing CRM software?

Yes, Tekst.ai can seamlessly integrate with a company's existing CRM software. This enables businesses to tag, prioritize, and route tickets more efficiently.

What exactly does Tekst.ai's AI-driven technology do?

Tekst.ai's AI-driven technology is designed to enhance customer support through automation. It can accurately detect sentiment, language, and topic within incoming customer correspondences, route them appropriately, and provide deep data analyses. This technology also enables ticket prioritization, improved response times, and efficient support, even outside regular business hours.

Does Tekst.ai offer integration with Salesforce, HubSpot, Zendesk, Outlook, and Zapier?

Yes, Tekst.ai offers integration with Salesforce, HubSpot, Zendesk, Outlook, and Zapier. It's designed to work seamlessly with these platforms, enhancing their functionality and improving customer support processes.

Can Tekst.ai be used for customer support outside of business hours?

Yes, Tekst.ai can indeed be used for customer support outside of business hours. This allows for a greater range of support coverage and improves the customer experience by providing immediate assistance, irrespective of the time.

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What are the benefits of using Tekst.ai over manual customer support?

The benefits of using Tekst.ai over manual customer support include improved productivity, reduced costs, better customer experiences, and efficient routing of tickets based on sentiment, language, and topic. It also offers the added benefit of integration with existing CRM software, as well as 24/7 customer support capacity.

What is the process of ticket routing in Tekst.ai?

Ticket routing in Tekst.ai involves the use of its AI-driven technology to automatically tag, prioritize, and route incoming support tickets. This is based on various factors including, but not limited to, topic, urgency, language, and sentiment.

Does Tekst.ai offer topic, sentiment and language detection?

Yes, Tekst.ai offers comprehensive detection of topic, sentiment, and language. It uses this information to efficiently route incoming customer tickets and enhance overall customer service processes.

Can Tekst.ai help in prioritizing and routing tickets?

Yes, Tekst.ai has robust features for prioritizing and routing tickets. It automatically tags tickets based on relevance, urgency, language, and sentiment, and then routes them to the appropriate agent for resolution.

Does Tekst.ai able to detect files and analyse customer support data?

Yes, Tekst.ai has the ability to both detect files and analyse customer support data. It uses this capability to predict, prioritize, and route tickets, further streamlining the support process.

How does Tekst.ai streamline the support process for Salesforce?

Tekst.ai streamlines the Salesforce support process by automatically tagging cases with their language and topic. This automation allows Salesforce to scale and optimize its support processes, making them more efficient and effective.

What enhancements does Tekst.ai bring to HubSpot service?

Tekst.ai enhances HubSpot service by adding language, topic, and intent labels to tickets. This enables the routing and resolution of cases to be carried out with lower response times, dramatically improving the overall quality of service.

How does Tekst.ai improve service delivery for Zendesk?

Tekst.ai improves service delivery for Zendesk by using language, topic, and sentiment detection for each ticket. This enables more efficient routing of tickets, allowing previous answers to be linked to common tickets and service to be delivered outside regular hours.

How to use Tekst.ai for smart email routing in Outlook?

Outlook service can be significantly boosted with Tekst.ai by enabling smart email routing. Every email can be dispatched, prioritized, and tagged with the appropriate topic and language, hence facilitating better filtering and dispatching through the mailbox.

In what ways can Zapier be connected with Tekst.ai?

With Tekst.ai, every possible system can be connected smartly via language and topic detection via Zapier. The AI core of Tekst.ai provides flexible connectivity, making the integration almost limitless.

What does the custom integration of Tekst.ai involve?

Custom integration with Tekst.ai involves connecting with various other tools or CRMs according to company needs. The aim is to provide smart ticket dispatching tailored to the unique requirements of a business.

How to reduce backlog and lower response time with Tekst.ai?

Tekst.ai assists in reducing backlogs and lowering response times by handling repetitive tickets automatically. This empowers agents to focus on more critical issues, subsequently leading to quicker, more efficient resolutions.

Can Tekst.ai help in identifying new patterns and improving performance?

Yes, Tekst.ai can help in identifying new patterns and improving performance. It offers a comprehensive monitoring feature that allows businesses to observe their performance, discover new patterns, and make necessary adjustments to enhance customer service.

What are the methods of automated ticket handling by Tekst.ai?

Automated ticket handling by Tekst.ai involves resolving repetitive tickets using past data and current routing strategies. The system can deliver support outside business hours, help optimize self-service, and enable agents to focus on more complex issues.

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