AI customer support automation
We automate the first line of customer support: classifying requests, answering routine questions from your own knowledge base and handing the rest to your agents with full context.
The short answer
AI support automation reads each incoming request, identifies what it is about and how urgent it is, answers routine questions from your approved knowledge base and passes everything else to the right agent with a summary and a suggested reply. Customers get faster answers and agents spend their time on problems that need them. BookMyTechies builds it on your help desk.
Support teams answer the same questions every day
A large share of support requests are routine: order status, how-to questions, password resets, policy queries. They are easy to answer and endless, and they delay the complex cases that need attention.
Customers wait, agents burn out, and knowledge stays in individual heads.
How the work is usually done today
- A request arrives by email, chat or phone
- An agent reads it and decides what it is
- They look up the customer and their history
- They search for the answer or ask a colleague
- They reply and close the ticket
What AI changes
Routine requests are answered automatically. Agents get help with the rest.
Understands the request
Topic, urgency and sentiment identified on arrival, in the customer's own words.
Answers from your knowledge
Routine questions answered using your approved articles and policies only.
Routes with context
Complex cases sent to the right team with a summary and the customer's history.
Assists the agent
A suggested reply drafted for the agent to check, edit and send.
How the automation works
A request moves through these steps.
Receive
The request becomes a ticket in your help desk.
Handled byYour systemsClassify
Topic, priority and sentiment are identified.
Handled byAIAnswer or route
Routine questions are answered. Others are assigned to an agent.
Handled byAIResolve
The agent handles the case, with a suggested reply to start from.
Handled byAI and personLearn
Resolved cases are reviewed to improve the knowledge base.
Handled byPerson
Where people stay in control
Customers must always be able to reach a person.
- Complaints and upset customers go straight to an agent
- Customers can ask for a person at any point
- The AI answers only from approved content, and says when it does not know
- Agents can correct any answer, and corrections improve the system
Security and governance
- The AI works only with the data and systems it has been given access to
- Every automated action is logged with what was done, when and why
- Confidential data is handled under your access rules, and we agree where it is processed before work starts
Systems this connects to
What you can expect
Results depend on your volumes and how clean your data is, so we measure a baseline first and report against it. We do not quote figures before we have seen the process.
- Faster first responses, at any hour
- Agents focused on complex cases
- Consistent answers across the team
- A knowledge base that improves with use
Common questions
Will the AI invent answers?
It is restricted to your approved knowledge base and told to hand over when the answer is not there. We test this on real questions before go-live.
Which help desks do you work with?
Zoho Desk, Odoo Helpdesk and Microsoft Dynamics 365 Customer Service, and others through their interfaces.
Do we need a knowledge base first?
A basic one helps, but we can build it from your past tickets and documents as part of the project.
Can it handle more than one language?
Yes, depending on the languages your customers use and the content available in each.
Explore further
Platforms this automation runs on
Often used alongside
Answering the same questions all day? Talk to us.
Tell us what your customers ask most. We will show you what can be answered automatically.