Give your Znuny Superpowers with AI

This article presents a new AI-powered Znuny extension designed to tackle three key support management challenges: automatic ticket prioritization, intelligent request routing, and dynamic ticket classification. By leveraging machine learning and natural language processing (NLP), the extension brings advanced automation to help support teams deliver faster, more personalized responses.

Boost your team’s efficiency with AI-driven ticket management. Start today!

AI for Proactive Ticket Prioritization

This section describes how the AI extension automatically prioritizes tickets based on urgency indicators like language intensity, complexity, or customer sentiment. For example, NLP-based sentiment analysis identifies critical phrases and assigns priority levels dynamically, allowing the support team to focus on high-impact tickets.

Your benefits: Reduces response delays for high-priority cases and ensures critical tickets are handled first.

Experience the power of AI-driven priority settings in your support system!

Intelligent Request Routing with AI

• AI enables routing based on customer language preferences, previous interactions, or specific ticket topics, making routing more efficient than traditional keyword-based filters. AI identifies customer needs from historical interactions and sentiment, automatically assigning tickets to the best-qualified agent or department based on skills and availability.
• Real-World Use: Describes how multilingual support is streamlined; the AI identifies language nuances and appropriately directs tickets, creating a tailored support experience for non-native speakers.
• Additional Feature: The system’s ability to auto-reassign tickets if the original agent is unavailable, or if a customer specifically requests a change, further streamlines operations​

See how AI-enhanced routing transforms support accuracy and speed!

Dynamic Ticket Classification for Fast-Track Issue Resolution

With AI-driven classification, the extension automatically categorizes tickets based on themes or keywords, saving agents time and minimizing misclassifications. The AI adapts to new trends, learning from past tickets to refine classifications and reduce the risk of incorrect assignments.

• Features
  • Includes error detection for misclassified tickets, flagging items that might need correction and suggesting updates to enhance accuracy​.
  • mark articles and tickets as valid, spam, scam phishing or any other harmful content
• User Benefits: Minimizes time spent reclassifying tickets, ensuring that agents can focus on solving issues rather than managing categorization errors.

Automate ticket sorting with AI – get started today!

Enhanced AI-Driven Features for a Holistic Support Experience

• Sentiment Analysis for Proactive Resolution: The extension incorporates sentiment detection to assess customer emotions, alerting agents to potentially dissatisfied customers and flagging these tickets for priority handling​.
• Automated Summarization and Follow-Up: AI offers ticket history summaries to new agents, saving them from combing through extensive logs, and can generate personalized follow-up messages for improved customer experience.
• Resource Allocation Planning: Based on historical data, the AI provides insights into peak ticket times, helping managers allocate resources for optimal efficiency.