Every ticket reaches the team already prepared.
Support pre-analysis pulls the ticket from Matrix42 or Jira, searches successfully solved cases and prepares the matching resolution. In simple cases even the customer mail is ready, so your team only needs to review and send.
The problem
In support every case starts from zero. Staff read the ticket, search old cases for a solution and rewrite the answer, even when the same case has been solved ten times. That costs time, handling drags on, and knowledge stays in people heads instead of the process.
How the agent works
- 1
Pull the ticket
The agent pulls the ticket from your system, such as Matrix42 or Jira, and captures the request, context and priority.
- 2
Find reference cases
It searches successfully closed cases and your knowledge base for comparable situations and the solution proven there.
- 3
Prepare the resolution
The agent summarises the matching solution, links to the reference cases and fills the ticket with the proposed resolution.
- 4
Draft the customer mail
In simple cases it directly prepares a reply mail to the customer that a human only needs to review and approve.
The outcome
- Tickets arrive with a proposed solution instead of blank
- Proven knowledge from old cases reused
- Shorter handling time, lower support cost
- In simple cases the customer mail is already ready
Frequently asked
The agent connects via tools to systems such as Matrix42 and Jira. Further systems can be connected.
No. It prepares the proposed solution and the mail, sending only happens after approval by a staff member.
It relies on your successfully solved cases and your knowledge base and links to the respective source rather than guessing.
Yes. Processing runs in Swiss data centres or on your infrastructure, especially sensitive content through an in-house model.
