The Kayako AI agent plugin is a cutting-edge integration designed to assist both customers and support agents. It leverages generative A.I. to provide automated responses, making the support process more efficient and streamlined. It also helps agents become more efficient by speeding up the processing of mundane, routine types of tickets, enabling them to concentrate on more complex tickets or valuable tasks.
To see it working please check this recording from the Kayako AI webinar
How it works
The usual workflow that agents follow when solving cases is largely the following: read through the full ticket, determine the outstanding problems in the case of longer threads, run searches for KBs or past cases to learn more about the problem, read through the matching results until the resolution plan is clear, and if needed, ask for any missing information.
By leveraging the recent advancements in Generative Artificial Intelligence, Kayako AI Agent can do most of this grunt work on behalf of the agent. It can understand and summarize the problem, pick cases or KBs based on intent, crunch documents in a matter of seconds, and apply reasoning to extract solutions.
At the click of a button, Kayako AI Agent delivers information on what to do, and what to answer, and backs this up with a curated list of relevant cases and KBs accompanied by clear reasoning on how they relate to the problem. In the case of simpler queries, it takes a crack at creating the customer response. For the more complex cases, it delivers agent-specific step-by-step instructions. When the customer misses providing important information, follow-up questions for customers are generated. In all cases, agents are in full control and decide how to use the information.
Currently, the functionality is developed but is not generally available as further testing is in progress as part of a Proof of Concept project with limited customers. For inquiries or to be considered for the test group, please reach out to firstname.lastname@example.org.
Can the AI agent handle all types of media?
Documents and PDFs are supported. It cannot process yet images, videos, or spreadsheets.
How do I get access to the Kayako AI agent plugin?