Agent Assist AI Employee
Provides assistance to support teams answering helpdesk tickets either by directly responding to the customer query, or providing recommendations to support teams via private notes.
Overview
Ema's Agent Assist AI Employee provides seamless, conversational assistance to your customers and agents over helpdesk tickets. Key capabilities:
- Receives and interprets incoming support tickets from your ticketing systems (Zendesk, Freshdesk, ServiceNow, etc.).
- Drafts personalized, context-aware responses by leveraging your knowledge base.
- Automatically categorizes tickets and responds based on instructions given to Ema, while smartly deferring to humans when escalation is needed.
This workflow is instantiated by copy, so any changes to the template will not retroactively affect existing AI Employees built from it.
Key Features
- Ticket classification and routing -- Automatically categorizes tickets (for example, billing, technical, returns) and suggests next-best actions or escalation paths.
- Context preservation -- Summarizes past interactions and ongoing tickets, helping agents maintain continuity across multi-touch conversations.
- Grounded, high-quality response generation -- Pulls in relevant articles, order histories, and product specs to craft accurate, on-brand replies.
- Compliance and tone adaptation -- Ensures every reply adheres to your company's style, legal, and privacy guidelines, and adjusts tone based on customer sentiment.
How to Use
1. Create Your AI Employee
Click Create AI Employee at the top of this template page.
2. Connect Your Ticketing App and Knowledge Base
Choose from supported integrations or configure a custom connection to your helpdesk and upload internal documentation.
3. Define Ticket Categories and Provide Instructions
Describe categories that incoming tickets can be classified into. Provide instructions to follow the SOP, escalation criteria, and any custom ticket fields or tags you use.
4. Set Tone and Compliance Guidelines
Provide style instructions, response templates, language preferences, and any regulatory requirements via respond agents.
5. Enable and Test
- Turn on your AI Employee.
- Try asking a supported query by creating a sample helpdesk ticket and make sure you receive the expected response.