- Tactiq chose eesel AI to help their agents draft replies leading to the faster resolution of customer tickets.
- Tactiq required an AI tool that would integrate with Intercom and their multiple other sources to be used as their knowledge base.
- They’ve trained their eesel AI bot on their help center, Google Docs, and Notion pages, allowing their AI to answer quickly, accurately, and remain on brand.
Tactiq is an AI powered transcription tool that helps people focus on the meeting rather than taking notes. Aside from the business applications, it also helps the hearing impaired, non-native language speakers, and even those with ADHD.
With such an important goal in mind, it was imperative that their customer service be on point and could quickly solve any customer issues or queries. Tactiq chose eesel AI to help with this customer service endeavor and are continuously integrating it into their workflow.
Automatically drafting replies inside Intercom
With many different sources of information the customer service team at Tactiq was having to sift through multiple knowledge bases to accurately answer customer inquiries. Looking for a way to streamline this process, they found eesel AI. By integrating their vast knowledge base and their Intercom platform with eesel AI, they were able to train and successfully add AI to their workflow.
Tactiq is currently using eesel AI to help draft replies for their agents. They’ve customized the AI to trigger only when necessary, giving them more control over the whole process. As eesel AI was taught from their knowledge base and on past tickets/conversations, it could instantly draft on-brand replies that their agents could modify even further to align with the issues their customers were facing.
Since the implementation of eesel AI, they’ve seen a reduction in overall agent workloads. The instant drafts from eesel AI are allowing their agents to move much quicker through tickets, leading to more resolutions and happier customers.
What’s next?
The next steps for Tactiq are to refine their AI triggers better in order to improve contextual accuracy. By using the past replies tab, they’re able to review where the AI has gaps in knowledge. They can also read the description of what kind of knowledge is missing and how to fill that gap, as the AI reflects on their responses in real time.
They’re also looking to use eesel AI to automate tier 1 tickets as a way to give their agents even more time to focus on more critical or complex tickets. Setting up an AI agent in Intercom is a quick way to deflect repetitive questions and escalate the important things.
Plan your work and work your plan
Tactiq’s plan of streamlining their customer service workflow required an AI tool that could get the job done right. Through the implementation of eesel AI, they were able to act on that plan and have seen the impact. They’ve optimized their customer support workflows within their Intercom platform. They successfully tailored their AI integration to ensure better accuracy, compliance, and efficiency, setting a foundation for scalable customer engagement solutions.
Looking to integrate an AI bot with your support workflow? Check out our free trial (no payment info required!) or book a call with us today to hear how we can boost your support operations today.
