Intelligent Process Automation – The Brain of Jatana
Intelligent Process Automation (IPA) is the underlying technology of every action performed by Jatana.
It utilizes Natural Language Processing and Conversational Automation Processing in order to understand the content in a support ticket and the underlying intent behind each ticket. It then responds accordingly in order to resolve the ticket, interfacing with the required backend systems to attain the resolution.
IPA facilitates comprehension of:
Why the customer
is writing a request?
What the customer
is writing about?
What is the sentiment
of the request?
Because of this multi-layered breakdown Jatana is capable of understanding what your customers are looking for, connect to your 3rd party system to fetch the required information for processing and automate previously manual tasks to attain the desired outcome.
From simple one action automations that provide tangible increases in efficiency, to full end-to-end resolution with no human intervention, our AI customer service platform facilitates action automation via an intuitive platform.
Action automations have many different use cases. We define the use cases as Efficiency Actions and Resolution Actions.
How It Works
Define Repetitive Cases and Processes
- Pre-Built IntentsJatana AI automatically creates intents based the macros you use to process your tickets.
- Custom IntentsUse the ticket explorer to dive deep in your contact center data and create extremely detailed intents.
- Macro intentsUse tags to organize your intent library and elastic search to find exactly what you are looking for.
Train The AI Engine
- Intent Detection ModelsSetup AI models that understand what your customers are talking about, and what to do about it.
- Entity Extraction ModelsCreate AI models that detect specific information that you want to extract, like Order Numbers, Phone Numbers etc.
- Action Assessment ModelsConfigure AI models that assess relevancy of tailored actions, be it an Efficiency Action or a Resolution Action, for each ticket.
Initiate AI Driven Action Automations
- Efficiency Action AutomationBoost the efficiency of your support center by automating actions such as look-ups, information requests, notifications, etc.
- Assistive Action AutomationEnable your customer support team to respond to more complicated issues in a prompt manner with the top 5 most relevant actions in hand.
- Resolution Action AutomationCombine action automations into complex journeys that automate all the steps needed to solve even the most complex tickets.
Manage Your Action Library
- Action and Trigger LibrariesUse tags to organize your libraries and elastic search to find exactly what you are looking for.
- Create, Edit And SyncYou can create, edit and sync your entire library, Jatana supports all actions and conditions
- Advanced FilteringGo beyond elastic search and filter your libraries based on specific actions and conditions.
Jatana allows different kinds of automations
The Jatana AI platform facilitates many different kinds of automations that greatly streamline once tedious monotonous tasks. With our technology at your disposal you can free customer support agents from house-keeping be it tagging, categorization or routing.
Automatic replies to simple support requests freeing up support agents to address more pressing matters.
Drastically cut the time taken to categorize incoming tickets by up to 97%.
Reduce the average time need for manual routing from 57 seconds to a mere milliseconds.
Automated Resolution Actions
Action automations can provide two types of resolutions, Assisted Resolution and Automatic Resolution.
When support agents have to deal with complicated issues, Jatana will assist them with suggestions and prompts in order to resolve the issue. Due to the ever evolving nature of our AI models, over time some (not all) of these issues can become fully automated resolutions.Learn More About Assisted Resolution
Jatana AI can provide total ticket handling to enable End to End Case Resolution. We can automate the resolution of certain tickets with no human involvement at any stage, even when relevant data is scattered across multiple back office systems.Learn More About Automated Resolution
Integrate with the 3rd party systems you already have in place, obtaining increased benefits in an environment your customer support team is already accustomed to.
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Jatana AI’s Impact On Our Client’s Customer Support
Happiness Members Officer Europe
CEO of BetterNow
Customer Service Manager
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.
Stocard Customer Support Manager
Top Rated App On The Zendesk Marketplace
Jatana is a Top Rated App on the Zendesk Marketplace