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AI powered summary, sentiment, topic and profile modeling
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
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OverviewRatings and ReviewInstallation InstructionsPrivacy & Security
When a ticket appears in an agent’s workspace, they need to figure out how to prioritize it against other conversations, who could best solve the issue, and how the customer is feeling.
An experienced agent might be able to determine these things at a glance. Still, when the tickets are piling up and the customers are pressed for a resolution, the agent’s time would probably be better spent actually resolving the issue.
That’s where AI is a powerful friend—it can automatically analyze requests and figure out sentiment, tone, and language in order to route and prioritize issues. That way it lands in the hands of the right agent who can solve the issue most effectively.
The AI Ticket Summary app runs automatically every time a ticket is created or a customer sends a reply.
It generates the following fields and inserts it as a Private Note in the ticket:
a) Summary: Summarizes the description or reply. This helps your agents quickly understand the issue at hand by providing a concise overview.
b) Sentiment analysis: Identify the sentiment of the customer. This can help the business better understand how the customer feels about your product or service.
c) Topic modeling: Identify the topics. This information can be used to identify common issues or concerns that customers have and help businesses prioritize or improve their product or service.
d) Customer profiling: Create a profile of the customer, including their communication style and tone. This can help agents tailor their communication and support to the individual needs of the customer.
How does it benefit your business?
⭐️ Improves agent productivity - Your agents spend lesser time poring over lengthy ticket descriptions and responses.
⭐️ Reduces response times - Your agents get more done with less.
⭐️ Increases customer delight - Ultimately, your customers benefit from all the improved effeciency.
Advanced configuration options:
- Customize the "prompt" used to generate the summary using OpenAI.
- Create multiple automations that run in response to creation of a ticket or customer replies.
- Restrict tickets on which the automations run by adding filter conditions based on ticket properties and contact details.
- Chain multiple actions in an automation: choose from preset Freshdesk actions like Send Reply, Set Ticket Priority, Add a Tag, etc.
App Details
Categories
AI & BotsProductivity, Utility & WorkflowsTicketing & Automation
We have had a little issue whereby after the update it changed some settings and we were quickly responded and attended by Arun. He resolved the matter really quickly, also spoke direct about possible fixes and all was resolved within a few hours. His patience and understanding of the system has given us a great impression so far.
App Details
Categories
AI & BotsProductivity, Utility & WorkflowsTicketing & Automation
To install this app, you will need to validate your Freshdesk account.
➡ Open AI Key: Get your Open AI API key from https://openai.com/api.
➡ Freshdesk Domain: Entire domain name of your Freshdesk account. For example, contosoapp.freshdesk.com.
➡ Freshdesk API Key: How to find your API Key?
https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key
1. Login into your Freshdesk account
2. Click on your profile picture on the top right and select 'Profile Settings'
3. In the sidebar on the right, you will find the API Key
4. Copy-paste this and verify your Freshdesk account
Verify your Freshdesk credentials and click Install.
App Details
Categories
AI & BotsProductivity, Utility & WorkflowsTicketing & Automation
The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.
What is End-User data?
Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.
Not an Admin? Share this app with your admin to install it for you.
Version History
6.0 (October 2024)
- Upgrade ChatGPT model to gpt-4o-mini
- Upgrade app to platform 3.0
5.0 (September 2023)
Automatically prefill product credentials during app installation
4.0 (June 2023)
- Makes use of the gpt-3.5-turbo-16k model for increased token limit.
- Reduces error while calling the GPT APIs due to increased token limit.
3.0 (May 2023)
- Improved logging for better troubleshooting
- Under-the-hood improvements
2.0 (March 2023)
- Makes use of the more cost-efficient OpenAI API using the gpt-3.5-turbo model.
- Reduces chances of error while calling the ChatGPT APIs as the gpt-3.5-turbo model has increased token limit.
- Improved telemetry logging for better diagnosis of errors.
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