- Left - Customer Concern
- Centre - Processing
- Right - Ticket and Customer Information
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Besides the customer’s concern, this area offers an AI-generated summary and sentiment analysis, visualized as an emoji.
Prevent escalations by filtering for displeased customers and resolve their issues promptly.
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Hints are displayed as banners:
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- Basic information such as subject, sender, recipient, and sent date are clearly displayed.
- Traditional editing options like “Reply” and “Forward” are available here, as well as the ability to attach notes to the ticket.
1. AI-Agent
- The subject of the customer’s request, so-called Skill Tags, are visible here. Depending on the skills assigned to a user or team, processing can be done specifically by topic (see Autopilot).
- If the customer’s concern can be handled by an AI agent, it appears below the topics and is immediately applicable. If the linked AI agents are not applicable, they can be removed with the Concern misidentified? button.
- Not every issue can be solved through automation. In this case, an AI-generated response suggestion is offered, which can be transferred to the response field by mouse click.
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Here, if configured, text templates, so-called Templates, can be accessed. Navigation takes place via the defined structure or search field.
Searching for the ideal template often takes much longer than creating a response with short bullet points yourself and leaving the arrangement and reformulation to the AI (AI Text Assistant).
- Here, one can directly access Wiki articles with instructions and background information. Navigation is via the structure, or the search field.
- For a specific question, Neo summarizes the most important content from the matching articles. This saves time and ensures a fast and clear response, without needing to read individual articles.
The sidebar bundles the context related information about the ticket. It can be flexibly used: either fully opened or targeted via the icons.The sidebar is divided into three main areas:1. Ticket DetailsHere, all information about the current ticket can be found:
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Status and Due Date
The status describes the processing state of a ticket as either “open”, “waiting”, or “closed”, where “waiting” is always has a limit in time and is linked to a due date. The due date defines when a ticket should be processed and thus controls the further processing flow. Upon ticket creation, the status is initially “open”. The due date is automatically set based on the respective day configuration.In this way, status and due date work together to make sure waiting tickets return to the processing process in a controlled way.If the status of a ticket is manually switched to “waiting”, the specification of a due date is mandatory.After the expiry of this date, the status automatically switches back to “open” and the ticket is re-offered for processing. - Agent If tickets are assigned to a specific agent, they are only offered to this agent for processing in the autopilot. An exception is long term absence.
- Id, priority and activity log (optional)
- Contract and customer number
- Tariff, monthly deduction, consumption
- If applicable, credit or open amounts
- Delivery address, email and delivery status