Assisted Resolution

Efficiency Actions

Automate simple tasks and processes with AI, so that you can focus on the more critical tasks.

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Efficiency Actions Support Your Customer Support

Numerous well known 3rd party platforms such as Zendesk permit you to create answer templates in order to make things more efficient for you. We go further. We can automate the execution of macros as well as automatically perform an action or multiple actions to a ticket. Very simple, very powerful.

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Our Most Requested Efficiency Actions

We can automate any action inside leading 3rd party systems including Zendesk. Some examples include:

Automatic Replies

Automatic Replies

Problem:

The majority of tickets are repetitive which take a large percentage of your customer support teams time. Agents cost the same regardless of the volume of tickets processed.

What do we do:

Simple repetitive questions are automatically addressed by AI.

How we do it:
  • Identify which tickets are responded to with the same type of reply
  • Define which tickets should be automated first, based on your requests and our assessment
  • Identify relevant tags and custom fields to aid in issuing the appropriate reply
  • Train the AI to recognize the intent behind incoming tickets and to
  • Enable Automations and let Jatana automatically reply
Benefit:

Time to reply to a ticket automatically is measured in milliseconds.

Tickets are replied in parallel, and cost is proportional to the volume of tickets.

Ticket Categorisation

Ticket Categorization

Problem:

Average time needed to tag a ticket manually is between 17 – 57 seconds.

What do we do:

Correctly categorize up to 97% of incoming tickets automatically.

How we do it:
  • Identify the context needed by an agent for each ticket, such as origin, category, priority and other business rules
  • Define which tickets should be tagged by the AI
  • Identify relevant tags and custom fields, and tag each ticket with the correct category
  • Train the AI to recognize and adhere to the categorization
  • Enable Automations and let Jatana take care of the categorization
Benefit:

Time to automatically categorize a ticket is in milliseconds.

Internal consistency of ticket categorization.

Ticket Routing

Ticket Routing

Problem:

The average time needed for manual routing is 57 seconds.

What do we do:

We reduce the time it takes to route a ticket down to a fraction of a second.

How we do it:
  • Define which tickets should be routed by the AI
  • Define where those tickets should be routed to
  • Segmentation of tickets using tags or custom fields
  • Train the AI to recognize and enforce the routing criteria
  • Enable Automations and let Jatana take care of the routing for you
Benefit:

Taking menial tedious tasks from your customer support team.

Cost of routing 3000 tickets is $299.

Benefits of Efficiency Actions

Save time
Save time

Free agents from manual tedious tasks so they can focus on where their brains are really needed.

Customer Satisfaction
Increase Customer Satisfaction

With quicker responses, and agents free to aid customers with more complicated issues, you will increase CSAT.

Reduce Agent Churn
Reduce Agent Churn

Agents who don’t have to put up with the same tedious tasks have reported greater job satisfaction and it lowers agent churn.

Integrations

Jatana integrates with major 3rd party systems and fetches the relevant information directly inside the suggested action saving your agents from doing it manually.

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Don’t see your service? Tell us, and we will add it.

Contact us.

Deliver Better Support At A Fraction Of The Cost

With Jatana in place it's much easier to train up other employees to help with simple support tasks. That makes it easier and more efficient to handle peaks in support.
Klaas Romer

Happiness Members Officer Europe

Klass Romer
Thanks to Jatana, agents have unlocked time to create campaigns and offer personalized support to our main customers. After only 3 months, the AI was able to cover more than 50% of the incoming queries.
Jesper Juul Jensen

CEO of BetterNow

Jesper
We are now able to use more time of what matters the most: providing tailored and customized support at scale.
Anna Jagdhar

Customer Service Manager

Anna Jagdhar
The tickets that can be answered using the Jatana suggestion are way less time-intensive now.
We also love to see how Jatana gets better and better in suggesting the right macro over time: the accuracy of the suggestions is quite astonishing.
Isabelle van Capelleveen

Stocard Customer Support Manager

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CASE STUDY
kitchentime-photo
KitchenTime saves 50% on First Reply Time

KitchenTime is a kitchenware store online where you will find everything for your kitchen at great prices.

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A Zendesk Technology Partner

Jatana is also a selected company for the Zendesk Startup Program at Station F

Zendesk Station F