Tool Information
Tekst is an AI-driven platform designed to empower businesses by structuring and enhancing their communication management. It provides a suite of features designed to facilitate seamless and effective handling of emails, tickets, and other business conversations. 'Insights' is one of the core features, providing an overview and analytic metrics on all communication across the organization, facilitating informed decisions and workflow optimization. 'Automation' is another key feature, which uses historical data to analyze messages, enrich them with tags, reroute to the right inbox, and automate responses, which helps in reducing manual task time. The platform also adds structure to individual mailboxes, aiding employees to better prioritize and bundle tasks, which can free up more time for high value work. Tekst also provides seamless software integration with multiple platforms such as SAP, Salesforce, Microsoft Dynamics 365, Microsoft Outlook, and Zendesk. It takes pride in being secure and compliant, ensuring information is always encrypted and data storage is avoided. Teksts implementation process is swift and frictionless and it supports multiple languages for global operation.
F.A.Q (20)
Tekst.ai is a powerful AI-driven customer support tool designed to automate and streamline customer service processes. It aids in reducing costs, increasing productivity, and providing quality support, even outside of business hours.
Tekst.ai improves customer service by automating the routing of incoming tickets via sentiment, language, and topic detection. It allows for seamless integration with existing CRM software, which further aids in tagging, prioritizing, and routing tickets. It also provides performance monitoring, file detection, and customer support data analysis capabilities.
Yes, Tekst.ai can seamlessly integrate with a company's existing CRM software. This enables businesses to tag, prioritize, and route tickets more efficiently.
Tekst.ai's AI-driven technology is designed to enhance customer support through automation. It can accurately detect sentiment, language, and topic within incoming customer correspondences, route them appropriately, and provide deep data analyses. This technology also enables ticket prioritization, improved response times, and efficient support, even outside regular business hours.
Yes, Tekst.ai offers integration with Salesforce, HubSpot, Zendesk, Outlook, and Zapier. It's designed to work seamlessly with these platforms, enhancing their functionality and improving customer support processes.
Yes, Tekst.ai can indeed be used for customer support outside of business hours. This allows for a greater range of support coverage and improves the customer experience by providing immediate assistance, irrespective of the time.
The benefits of using Tekst.ai over manual customer support include improved productivity, reduced costs, better customer experiences, and efficient routing of tickets based on sentiment, language, and topic. It also offers the added benefit of integration with existing CRM software, as well as 24/7 customer support capacity.
Ticket routing in Tekst.ai involves the use of its AI-driven technology to automatically tag, prioritize, and route incoming support tickets. This is based on various factors including, but not limited to, topic, urgency, language, and sentiment.
Yes, Tekst.ai offers comprehensive detection of topic, sentiment, and language. It uses this information to efficiently route incoming customer tickets and enhance overall customer service processes.
Yes, Tekst.ai has robust features for prioritizing and routing tickets. It automatically tags tickets based on relevance, urgency, language, and sentiment, and then routes them to the appropriate agent for resolution.
Yes, Tekst.ai has the ability to both detect files and analyse customer support data. It uses this capability to predict, prioritize, and route tickets, further streamlining the support process.
Tekst.ai streamlines the Salesforce support process by automatically tagging cases with their language and topic. This automation allows Salesforce to scale and optimize its support processes, making them more efficient and effective.
Tekst.ai enhances HubSpot service by adding language, topic, and intent labels to tickets. This enables the routing and resolution of cases to be carried out with lower response times, dramatically improving the overall quality of service.
Tekst.ai improves service delivery for Zendesk by using language, topic, and sentiment detection for each ticket. This enables more efficient routing of tickets, allowing previous answers to be linked to common tickets and service to be delivered outside regular hours.
Outlook service can be significantly boosted with Tekst.ai by enabling smart email routing. Every email can be dispatched, prioritized, and tagged with the appropriate topic and language, hence facilitating better filtering and dispatching through the mailbox.
With Tekst.ai, every possible system can be connected smartly via language and topic detection via Zapier. The AI core of Tekst.ai provides flexible connectivity, making the integration almost limitless.
Custom integration with Tekst.ai involves connecting with various other tools or CRMs according to company needs. The aim is to provide smart ticket dispatching tailored to the unique requirements of a business.
Tekst.ai assists in reducing backlogs and lowering response times by handling repetitive tickets automatically. This empowers agents to focus on more critical issues, subsequently leading to quicker, more efficient resolutions.
Yes, Tekst.ai can help in identifying new patterns and improving performance. It offers a comprehensive monitoring feature that allows businesses to observe their performance, discover new patterns, and make necessary adjustments to enhance customer service.
Automated ticket handling by Tekst.ai involves resolving repetitive tickets using past data and current routing strategies. The system can deliver support outside business hours, help optimize self-service, and enable agents to focus on more complex issues.
Pros and Cons
Pros
- Automated customer support
- Streamlines customer service
- Automatically routes tickets
- Sentiment detection
- Language detection
- Topic detection
- Integrates with existing CRM
- Tags and prioritizes tickets
- Salesforce integration
- HubSpot integration
- Zendesk integration
- Outlook integration
- Zapier integration
- Performance monitoring
- File detection
- Customer support data analysis
- Fast and cost-effective
- Support outside business hours
- Increase productivity
- Reduces costs
- Capable of first line support
- Backlog reduction
- Faster response times
- Lower cost per ticket
- Specialization and prioritization
- Monitor performance and ROI
- Detects files for dispatch
- Custom integration option
- Dispatch
- prioritize and tag emails
- No setup cost
- Seamlessly transitions to smart ticket routing
- Enhance agent specialization
- Identification
- prioritization of most important issues
- Dashboard insights
- Automatic resolution of FAQs
- Topic-based ticket prioritization
- Routes tickets based on language
- topic
- sentiment
- Routing efficiency
- Link common tickets to previous answers
- Intelligent language and topic detection for all systems
- Smart email routing
- Improve self-service
- Agent focus on the most important issues
- Boost service by integrating blogs to your tickets
- Streamline support by auto-tagging cases in Salesforce
- Streamlined HubSpot service through ticket labels
- Greater insights of email handling
- Improve service delivery using new patterns
- Resolve repetitive tickets using past data
Cons
- No live chat integration
- No social media integration
- Limited to certain CRMs
- No SMS support
- No self-service portal
- No telephony integration
- Doesn't support multichannel services
- No offline support
- Requires third-party integration for functionality
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