AI ticket resolution agent
An AI ticket resolution agent works inside your help desk to resolve tickets, not just reply to them. It reads each new ticket, classifies and prioritises it, gathers the information needed from your CRM and order systems, completes the fix, such as a refund, replacement, reset or update, and closes the ticket with a clear reply. Tickets it cannot resolve are routed to the right team with the research already done.
60-80%
of tier-1 tickets deflected or resolved
Faster
resolution on escalated tickets, with research done
24/7
ticket handling without a night shift
What problems does an AI ticket resolution agent solve?
- Ticket backlogs grow faster than the team can clear them, and response times slip.
- Agents spend time gathering information from several systems before they can act.
- Tickets bounce between teams because they are categorised or routed incorrectly.
Who it is for
Customer Experience teams who want the ticket resolution journey automated end-to-end.
The agent ships pre-trained on customer experience workflows, then is grounded on your own products, policies and systems — deployed on web, app, WhatsApp and voice with full audit logging and human handover.
How does an AI ticket resolution agent work?
Triage on arrival
Every ticket is classified, prioritised and checked for duplicates the moment it is created.
Gather context
The agent pulls order, account and past-ticket history from your connected systems.
Resolve and close
Routine fixes are completed through secure integrations and the ticket is closed with a reply.
Escalate with research
Complex tickets reach the right team with a summary, evidence and a recommended next step.
What can an AI ticket resolution agent do?
Automatic triage
Category, priority, language and sentiment set on every ticket.
End-to-end resolution
Refunds, replacements, resets and account changes completed without a person.
SLA protection
Tickets close to breaching their SLA are flagged and prioritised.
Root-cause insight
Recurring issues are grouped and reported so they can be fixed at the source.
Frequently asked questions
Which help desks does it work with?
It integrates with common help desk and ticketing platforms through their APIs, working inside your existing queues.
Can we control which tickets it resolves on its own?
Yes. You choose which categories it may resolve automatically, which it only drafts for, and which always go to a person.
Is there an audit trail?
Every action the agent takes is logged on the ticket, so you can see what it did and why.
Does it learn from our team?
Yes. Resolutions by your agents are used to improve how it handles similar tickets.
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