Your team’s knowledge is a valuable asset. In OneDesk, your knowledge base provides a self-service hub for your customers (or agents!) to find solutions. Every resolved ticket contains information that could help the next customer, and the one after that. But documenting solutions, managing knowledge, and creating articles takes a lot of time. This means that solutions often get buried in closed tickets, leading to repetitive questions and a frustrating experience for both your customers and your support team.
That’s where OneDesk’s latest AI-powered feature comes in. Adding to a suite of other AI features, AI Article Generation helps turn your team’s ticket resolutions into a comprehensive and ever-growing knowledge base, effortlessly.
From Ticket to Article in a Single Click
A support agent has just solved a complex customer issue. With a simple click, the entire ticket, from the initial query to the resolution, is transformed into a well-structured draft for a knowledge base article. This is the power of OneDesk’s AI Article Generation.
Our AI, nicknamed “Odie,” intelligently analyzes the ticket details and extracts the key information to create a detailed and formatted article. Crucially, the AI is designed to automatically remove any personal or sensitive customer information.
How it Works
The process is designed to be intuitive and integrated directly into your existing workflow:
Resolve the Ticket: Your support agent works through a customer issue as they normally would within the OneDesk platform.
Initiate AI Article Generation: Once the ticket is resolved, instead of manually creating a new knowledge base article, the agent can trigger the AI article generation feature.
AI Drafts the Article: Odie gets to work, analyzing the ticket’s content and generating a draft that includes a clear title, a summary of the problem, and the detailed solution.
Review : The generated draft is then available for your team to review, edit, and refine. This ensures the final article is accurate, polished, and ready for your customers.
Publish: With a final click, the article is published to your OneDesk knowledge base, where it can be easily accessed by customers for self-service support or used by other agents to quickly resolve similar issues.
The Benefits of AI-Powered Knowledge Management
Integrating AI into your knowledge management process with OneDesk offers a multitude of benefits.
1. Train your AI Agent: In OneDesk your AI Live Chat Agent is trained on your own content, including knowledge base articles. This means that AI features have synergy. The more your use AI Article Generation, the smarter your AI Live Chat agent also becomes.
2. Build a Comprehensive Knowledge Base, Faster: Manually creating a knowledge base is an often neglected task. With AI, you can rapidly build a repository of solutions based on the real-world problems your team is already solving. This means a more robust self-service option for your customers and a powerful resource for your support agents.
3. Reduce Similar Follow-Up Questions: By proactively creating knowledge base articles from common or complex tickets, you empower customers to find answers on their own. This leads to a significant reduction in repetitive questions, freeing up your support team to focus on more challenging and high-value interactions.
4. Eliminate Manual Work and Tedious Review Processes: Say goodbye to the days of copying and pasting ticket information into a separate document. OneDesk’s AI automates the initial drafting process, drastically reducing the manual effort required to create and maintain your knowledge base.
5. Document Processes and Solutions Organically: Every resolved ticket is a potential new process or solution documented. This feature helps you capture and institutionalize your team’s knowledge as it develops, ensuring that valuable information isn’t lost when an experienced team member moves on.
5. Enhance the Customer Experience: A comprehensive and easily searchable knowledge base is a cornerstone of excellent customer service. By providing instant access to answers, you improve customer satisfaction and build brand loyalty.
Get Started with AI-Powered Knowledge Management Today
OneDesk’s AI Knowledge Base Article Generation is part of our Enterprise plan. To learn more about how this and other AI-powered features can transform your work management and help desk software, sign up for a free trial or contact our sales team for a personalized demo.