August 8, 2023
Help Desk and Support Teams play critical roles in ensuring the smooth operation of digital systems and delivering an excellent customer experience. However, with the growing complexity of modern business infrastructures and multilingual support requests where many customers expect an “immediate response” (in 10 minutes or less), these teams face greater challenges.
This blog explores the benefits of Conclude’s Artificial Intelligence features for managing tickets and issues in Slack for IT Help Desk and Support Teams and explains how to leverage Conclude Workflows with AI Integrations to overcome these challenges.
Creating and organizing tickets in Slack
Slack serves as a centralized communication hub, enabling real-time collaboration and easy information sharing between teams. Using a dedicated email address linked to the main #support #incidents or #issues channels, IT Help Desk and Support Teams can easily open support tickets (issues, incidents or activities), in a new channel. This ensures a structured and organized approach to handling queries and eliminates the need for scattered email threads where details can get lost.
Watch this video on how to get started in Slack with your first workflow app.
AI-Driven email summarization in Slack
Conclude’s Email Summarization feature leverages AI algorithms to provide concise summaries of customer emails. When a support-related email is sent to a dedicated email address linked to your workspace, Conclude’s AI integration can analyze the content and generate a brief, easy-to-read summary. This capability is particularly beneficial for busy IT Help Desk personnel who can quickly grasp the key points of an email without reading the entire message, saving valuable time.
How email summarization works
- When an email is sent to a specified address which is linked to Slack, the AI integration automatically processes the email’s content
- The AI algorithm identifies the most relevant and essential information from the email and generates a summary (short, medium or long)
- The summary of the key issues automatically populates the description field of the ticket, which is automatically opened inside Slack
- The original email is always available for reference and each ticket has its own dedicated activity channel
Learn how to customize these settings from the Conclude Dashboard in this video.
Seamless multilingual support with email translation
Support Teams often encounter language barriers while assisting customers. Conclude’s AI-powered Email Translation feature bridges this gap by providing real-time language translation for emails and messages in up to 60 languages, reducing the need for toggling between language translation apps.
How email translation works
- When a support request or email is received, the AI integration detects the language used in the content\
- The AI translates the email into the preferred languages, as set by the Support Team channel and posts this to Slack
- The translated version of the email appears in the newly opened Slack activity channel, allowing the support personnel to see the customer’s query and respond
- Support Teams can always see the original email and respond in their preferred language, which is then translated into that of the customer, without leaving Slack
Learn how to translate and respond to emails in Slack in this video.
What does the future hold?
Although still in its infancy, Conclude has leveraged two powerful AI features to help Support Teams speed up their response and resolution times. The email summarization feature allows support teams to save time and grasp the core of lengthy emails faster, while the Email Translation feature breaks down language barriers, enabling teams to provide seamless multilingual support to customers worldwide.
Looking ahead, Conclude is working on more features for IT Help Desk and Support Teams where AI algorithms automatically categorize and prioritize support tickets based on their content, urgency, or customer priority level. This will help to ensure that critical issues are promptly addressed, leading to faster response times and increased customer satisfaction.
Keep an eye on the blog or LinkedIn for more product updates and releases.
