Feature Deep-Dive
Automation & AI Co-pilot
Empower your team to do more with less effort. Automate repetitive tasks so your agents can focus on what matters: helping customers.
Automated Ticket Routing
Direct inquiries to the right person or team, automatically. Create simple 'if-this-then-that' rules to triage incoming tickets. For example, if a ticket subject contains 'billing', automatically assign it to the 'Accounts' team.
This eliminates the need for a human to manually read and assign every single ticket, speeding up response times and ensuring that specialized requests are handled by the experts from the very beginning.
Canned Responses & Templates
Save time and ensure consistency by creating a library of pre-written answers to your most common questions. Instead of typing the same response over and over, your agents can insert a canned response with a single click.
Templates can include placeholders for customer names or ticket numbers, allowing for a personal touch without sacrificing efficiency. This is the fastest way to improve your team's productivity and maintain a consistent brand voice.
Integrated Knowledge Base
Empower customers to find answers themselves. Create a public-facing knowledge base with articles, how-to guides, and FAQs. A robust knowledge base deflects common questions, reducing your team's ticket volume.
Our knowledge base is also integrated with the agent-facing view. When an agent is working on a ticket, the system can automatically suggest relevant articles, which can be inserted into a reply with one click.
AI Co-pilot for Agents
Make every agent your best agent. Our AI co-pilot reads the customer's question and suggests relevant information and article snippets from your knowledge base. It can also analyze the sentiment of a customer's message to help prioritize urgent or frustrated customers.
For common questions, the AI can even draft a complete response for the agent to review and send. This 'human in the loop' approach combines the efficiency of AI with the empathy of a human agent, dramatically speeding up resolution times.
Resolve Issues Faster, Smarter
By automating routine tasks and providing intelligent assistance, EkaTantra helps your team resolve more tickets in less time, boosting both agent and customer satisfaction.