The ecommerce landscape continues to evolve. Providing exceptional customer service is a fundamental success factor in this, and a strong ticketing system is crucial.
Customer service operations are under pressure due to the increasing pressure from customers combined with the shortage of qualified agents.
Now, generative artificial intelligence (AI) seems to come in handy, offering advanced capabilities that allow companies to handle customer interactions with greater effectiveness and efficiency.
The best of both worlds: AI with human support
AI takes charge of classifying and prioritizing incoming tickets. Common problems are quickly resolved by AI, while more unique/complex problems are handed over to human agents. This ensures that critical issues receive immediate attention and that each issue reaches the most appropriate agent.
In addition, AI provides quick, automated answers to common problems, allowing agents to focus on more nuanced queries. It also offers predictive suggestions to agents based on analysis of previous interactions and knowledge base articles, improving response efficiency.
Generative AI doesn’t just respond, it learns. It can continuously analyze customer interactions to detect patterns, common problems and areas in need of improvement. This helps refine the AI system’s responses and identify training areas for human agents.
The integration extends to AI-powered chatbots and virtual assistants. These tools can process transactions and answer questions while being ready to engage human support when needed.
Popular AI-enabled ticketing systems in customer service for ecommerce
Now we delve further into a few of the leading ticketing systems used in ecommerce customer service, namely Zendesk, Freshdesk, Gladly, Gorgias, eDesk and more, to discover their current AI integrations.
Zendesk
Zendesk has established itself as a leading (ecommerce) customer service solution. One of Zendesk’s most notable features is its commitment to omnichannel support. In the digital age, customers expect to be able to interact with businesses on their preferred platform, whether that be email, live chat, phone or other messaging platforms. Zendesk effortlessly responds to this demand, opening up multiple communication channels and in turn increasing customer satisfaction and loyalty.
Zendesk has integrated AI into their customer service platform, leveraging billions of real-world interactions. This has delivered more than 250 million tickets and significant time savings for agents. The AI tools help agents by suggesting answers, detecting customer intent and providing context, streamlining the handling of customer queries.
Zendesk’s AI also accelerates problem resolution by integrating intelligence into the workspace and providing timely, personalized information to agents. Automation is a key strategy, with bots that can autonomously handle customer requests or send them to the right agent.
In doing so, Zendesk has also partnered with OpenAI to bring more human-like AI capabilities to customer service. They offer a range of AI and bot capabilities in their Suite offering, with advanced features available in an AI add-on for Suite Professional subscriptions or higher.
Finally, Zendesk is committed to data protection and ensures transparency, AVG compliance and accuracy in their AI models. This approach ensures trust while providing high-quality, AI-powered customer service.
Freshdesk
Freshdesk has quickly become one of the most popular customer service tools on the market, offering a range of features that benefit ecommerce businesses immensely. With its intuitive interface, multi-channel support, customizable options, collaboration tools and extensive integration capabilities, Freshdesk offers a comprehensive solution. In the past, users have reported certain drawbacks of the solution.
When it comes to AI integration, Freshdesk has made significant progress. The platform includes a chatbot called Freddy AI, which automates various aspects of customer service, improving the overall customer experience.
In addition, there is an AI-powered “Summarize” feature that generates ticket summaries based on all responses received, facilitating the efficient handling of long tickets by agents.
Gladly
Human-centric service for human-centric brands is Gladly’s way of bringing its customer service software designed for ecommerce brands to the mar
