August 17, 2023
The Conclude Team has put together a detailed white paper which takes a closer look at how optmizing incident management and support ticket processes with Artificial Intelligence can lead to greater efficiencies across an organization.
Here we’ve compiled a few key takeaways from the white paper. Would you like to dive deeper into the data? Download your copy of the white paper here.
Email support still remains crucial
While alternative messaging channels and live chats are gaining popularity, email remains a preferred communication channel for both businesses and customers. Many companies still rely on email for delivering support, as it allows them to manage large volumes of inquiries effectively.
Some customers also favor email for its ability to provide a written record of conversations, enabling detailed discussions and attachments. However, connecting email with Slack is also an effective way to bring these conversations into one place for easier collaboration and faster ticket resolution.
Speed: the key to meeting expectations
Speed is still considered an important factor when delivering a high quality customer experience. And what exactly do customers expect? Hubspot Research reveals that customers consider “immediate” support as a response time of less than 10 minutes. But it should still be noted that the time spent on email processing and ticket creation can hinder response times.
Language barriers and context switching
Language barriers can pose a significant challenge for global support teams. Manual translation of emails is time-consuming and error-prone, leading to longer response times and decreased customer satisfaction. Additionally, frequent context switching between tools and communication channels hinders productivity and efficiency.
The power of AI to enhance productivity
AI adoption is steadily growing in the workplace and has the potential to revolutionize the work that IT Help Desk and Support Teams undertake. AI-powered solutions can automate repetitive tasks, provide deeper insights, and improve user experiences.
As part of Conclude Workflows, the AI integrations aim to address Support Teams’ pain points and improve speed and productivity. Recently, Conclude introduced two new AI-powered features: Email Summarization and Email Translation.
Email Summarization using OpenAI’s language model
Conclude’s Email Summarization feature automatically summarizes incoming emails and creates support tickets with editable email summaries. This significantly reduces the time spent on email-related tasks, decreases information overload, and improves decision-making, resulting in quicker resolution times.
AI-powered Email Translation directly in Slack
Conclude’s Email Translation feature enables the translation of emails directly inside Slack, reducing the need for context switching and increasing productivity. Users can communicate effectively across different languages, leading to better collaboration and communication among global teams.
Want to try Conclude Free for 30 days? Get started here.
During sign up, you can also choose a Slack Testing Workspace if you don’t have permission to add Conclude to your team workspace.
Time savings achieved by users testing Conclude’s AI features
So what’s the real-world impact of using these features?
Users who tested Conclude’s AI-powered features reported significant time savings and improved productivity. The email summarization feature alone saved an average of 1.2 minutes per email, and the email translation feature further increased time savings by eliminating context switching.
Safeguarding your security and privacy
Conclude prioritizes security and privacy in its AI-powered solutions. Data encryption, data retention and deletion policies, access control, authentication, regular audits, and privacy by design principles safeguard sensitive information and ensure compliance with data protection regulations.
Looking ahead: the evolving role of AI in Support and Incident Management
As AI technology continues to evolve, Conclude is actively exploring new AI-driven capabilities, such as automatic ticket assignment, automatic severity level determination, and automated resolution suggestions. These advancements promise to revolutionize incident management and support processes, leading to improved customer satisfaction and increased efficiency.
Keep an eye on our blog for more updates.
