Description
Suggest articles (FAQs) to users while they are creating a new ticket in the iTop web portal or to agents who are handling the ticket and need to send a reply (log entry).
This extension was developed before the recent AI breakthroughs.
That’s why as of today it still includes a matching mechanism that does not require nor use an AI integration.
On the roadmap: optional AI integration.
Benefits:
- Higher customer satisfaction: users get answers faster.
- More time for your agents to investigate more complicated cases since simple tickets are deflected. Tweak the FAQs to give agents a head start since users can already provide them with more details from the start.
I'm a native Dutch speaker, fluent in English.