Glossary | Knots: We automate Zendesk

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Advanced Support Tools

Advanced support tools enhance customer service workflows beyond basic ticketing by integrating features like AI Autofill, sentiment analysis, intelligent routing, and workflow automation. These solutions increase agent productivity, reduce errors, and help standardize support across channels. Tools like Zendesk’s help desk platform or AI-enhanced field suggestions exemplify this category. More on advanced customer support tools

AI and CX

The intersection of AI and CX (customer experience) is transforming how businesses deliver support—enabling faster response times, personalized service, and 24/7 availability. From smart autofill features to AI-driven ticket handling, automation tools improve satisfaction and reduce agent workload. According to Gartner, AI will be used in 80% of customer interactions by 2025. Explore how AI improves customer experience

AI Autofill

AI Autofill uses machine learning to automatically populate fields in support tickets—such as category, topic, or priority—based on context and historical data. This streamlines manual work, increases consistency, and supports agents in high-volume environments. Autofill is often part of AI automation pipelines. Learn how AI Autofill works in Zendesk

AI Customer Service

AI customer service solutions rely on technologies like natural language processing and machine learning to automate parts of the support experience. Chatbots, intent detection, and smart suggestions help customers resolve issues faster—often without human intervention. For an overview of core concepts, visit Wikipedia: Customer service. This term often overlaps with AI automation and AI and CX strategies. More on AI-powered customer service

AI Automation

AI automation refers to using artificial intelligence to carry out repetitive support tasks—like classifying tickets, routing issues, or generating responses. These systems improve over time and boost both speed and accuracy. Combined with AI-driven customer service platforms, they reduce overhead and improve scalability. Explore AI automation in customer support

Agent Productivity

Efficient routing and smart automation mean agents spend less time transferring tickets or dealing with administrative work—and more time solving problems. When tickets are routed to agents based on skill and context, productivity increases and job satisfaction improves. How smart routing improves agent productivity

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Chatbot

Chatbots powered by AI can automate routine customer questions, classification of intent, and escalate complex tasks to human agents. They serve as a core component in broader AI Customer Service workflows. How AI chatbots enhance customer service

Classification Models

Classification Models auto-categorize tickets by topic, intent, or sentiment — enabling functions such as Autofill and Routing Automation for efficient handling. Why classification is key to automation

Customer Experience Insights

Customer experience insights help businesses understand how users interact with support systems—revealing pain points, behavior patterns, and improvement opportunities. These insights often come from analytics tools, surveys, or ticket metadata. How to leverage customer experience insights

Customer Service Automation

Customer service automation uses technologies like chatbots, AI workflows, and auto-routing to handle repetitive service requests. It helps reduce manual effort, improve consistency, and scale operations without additional agents. Tools such as AI automation and virtual assistants are key enablers. See ServiceNow for an enterprise-level solution. Explore customer service automation

Customer Service Tools

Customer service tools are technologies that help teams manage support interactions across channels like email, chat, and social media. These tools range from help desk software to AI-based assistants and advanced support tools. Popular solutions include G2’s list of customer service platforms. More on customer service toolkits

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Data Preprocessing

Data preprocessing is the process of cleaning, structuring, and transforming raw data before it enters an automation or AI system. It includes steps like redaction, formatting, validation, and enrichment. Tools like OCR Scanner, Process DOCX, and Process CSV help make unstructured ticket data usable. For a technical overview, see Wikipedia: Data preprocessing. How data preprocessing powers automation

Data Validation

Data validation ensures that input data is accurate, complete, and meets predefined criteria. It’s essential for automation pipelines and reliable reporting. Typical validation rules include format checks, required fields, or list matching. Learn more in this article by GeeksforGeeks. At Knots, we automate validation with field extraction and notification workflows. Explore data validation with Knots

Duplicate Users

Duplicate Users can occur for several reasons, e.g. when the same customer opens tickets via different channels (e.g. email, WhatsApp). Combine with the Merge Tickets functionality to unify user profiles and ticket history. How to handle duplicate users in Zendesk

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Field Mapping

Field Mapping ensures data extracted—via OCR, AI Autofill, or validation—is correctly assigned to ticket fields like issue type, priority, or customer ID. Accurate mapping is essential for reliable automation and reporting. Why field mapping matters for CX data quality

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GenAI ROI

GenAI for ROI (return on investment) refers to the measurable impact of using Generative AI in customer service—whether through cost reduction, improved response quality, or faster resolutions. To calculate GenAI ROI, teams often track KPIs like time saved per ticket, deflection rates, or agent productivity. See how companies apply this in McKinsey’s GenAI analysis. How to measure ROI from GenAI in support

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Image to Text

Image to text conversion—also known as OCR (Optical Character Recognition)—is the process of extracting readable content from scanned documents, screenshots, or photos. In customer service, this allows agents to process form submissions, receipts, or handwritten notes automatically. Learn more about the basics of OCR via Adobe’s OCR guide or check out data preprocessing for AI workflows. Use cases for image-to-text in support

Improve Customer Experience

AI can enhance the customer experience by providing instant answers, personalizing interactions, and identifying issues before they escalate. Technologies like AI-powered service desks and sentiment analysis contribute to more efficient and satisfying journeys. Read how companies implement this in Harvard Business Review’s AI CX article. How AI helps improve customer experience

Intent Detection

Intent Detection—powered by NLP—understands customer requests (e.g. refund, order status, password reset), and supports dynamic routing and prioritization within AI Automation. How intent detection supports smarter automation

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Knowledge Base Automation

Knowledge Base Automation suggests relevant articles or generates summaries during ticket processing — helping agents respond faster and reducing reliance on manual search. How automation improves knowledge base usage

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NLP for Sentiment Analysis

Natural Language Processing (NLP) enables machines to understand and interpret human language. In sentiment analysis, NLP is used to detect emotions and tone in support tickets, chats, or emails—helping companies identify frustrated customers or prioritize urgent issues. To explore how it works, visit MonkeyLearn’s sentiment guide. Knots provides AI tools that integrate NLP directly into your Zendesk workspace. Learn more about NLP-powered sentiment detection

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Optical Character Recognition (OCR)

Optical Character Recognition converts visual content such as scanned forms, invoices, or handwritten documents into editable and searchable text. It’s widely used in customer service to automate data extraction from attachments. For a deeper dive into the tech, see Wikipedia. Optical Character Recognition is also a vital part of data preprocessing for AI automation. How OCR streamlines data extraction in Zendesk

Optical Text Recognition

Optical text recognition is the core mechanism that allows machines to “read” characters from images or PDFs. It enables support tools to pull structured information—such as names, order numbers, or dates—from unstructured formats. Platforms like Google Cloud Vision offer powerful OCR engines used in enterprise workflows. See how OCR text recognition powers automation

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PDF to Text

PDF to text tools extract machine-readable data from PDFs—particularly useful in customer support scenarios involving forms, contracts, or scanned reports. This enables automation of downstream workflows such as tagging or validation. You can try it via OnlineOCR or see how it fits into data preprocessing pipelines. Convert PDFs to text for automated workflows

Preprocessing Data

Preprocessing data involves cleaning, structuring, and transforming raw input—like freeform text or scanned documents—so that it can be used in automated systems or analytics. In customer support, it lays the foundation for AI automation and data validation. For technical insights, read IBM: Data Preprocessing. How preprocessing unlocks AI automation

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Routing Automation

Routing Automation assigns tickets based on rules, priority, intent, or agent availability — enabling scalable support handling with minimal manual oversight. How routing automation improves ticket flow

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Scan to Text

Scan to text is the process of turning scanned documents into machine-readable content using OCR technology. In support settings, it enables automatic form intake, ID verification, or contract parsing—helping teams process requests faster. Explore the basics at Techopedia: OCR. Use scan-to-text for faster ticket processing

Sentiment Analysis AI

Sentiment analysis AI uses machine learning and natural language processing to detect the emotional tone behind customer messages. This allows teams to prioritize negative interactions or route tickets more intelligently. Tools like MonkeyLearn and Knots’ NLP modules help automate these insights. How sentiment analysis boosts CX decisions

Structured Ticket Data

Structured ticket data refers to clearly defined, tagged, and categorized information within a support request—such as issue type, product ID, or language. Structuring this data enables downstream automation like AI Autofill or routing via AI automation. Read more about data structuring via TechTarget: Data Structure. Why structured data is key to automation

Sunshine Objects

Sunshine Objects are custom data within Zendesk Sunshine. Knots’ sync pulls attributes like orders, subscriptions, or asset records into tickets—enabling richer context and automated decision making. Use Sunshine Objects to enrich Zendesk tickets

Support Scaling

Support Scaling refers to using automation, GenAI ROI, API Data Sync, and integrations to grow support operations efficiently—avoiding linear agent growth. How Knots enables scalable support teams

Support Workflows

Support workflows are the structured sequences through which tickets move—from intake to resolution. Well-designed workflows reduce resolution time, eliminate redundancies, and support consistent customer experience. Learn how to build scalable workflows with Asana’s automation guide or explore AI-driven automation for customer service. Build efficient customer support workflows

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Text to Image AI

Text to Image AI tools generate visuals from text prompts using deep learning. While not commonly used in support workflows, they play a role in documentation, branding, or social CX. It’s conceptually opposite to image to text (OCR), where content is extracted from visuals. Learn how image-to-text supports automation

Ticket Metadata

Ticket Metadata—such as tags, timestamps, custom field values, and categories—provides context for advanced analytics, routing logic, and CX insights. How metadata improves CX insights

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Validate Data

To validate data means to ensure its completeness, accuracy, and compliance with expected formats—before it enters your system. In support scenarios, validation helps avoid errors like missing contact info, typos in email addresses, or duplicated records. Automated validation is a core part of data validation pipelines. Best practices for validating support data

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Workflow AI Automation

Workflow AI automation enables support tasks—like routing, classification, and enrichment—to be triggered automatically based on rules or intent. By combining structured ticket data with AI models, support teams can reduce manual handling and scale efficiently. Platforms like Knots or Zapier’s AI integrations bring these workflows to life. How AI workflows improve support efficiency

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Zendesk AI

Zendesk AI includes capabilities like AI Autofill, intent detection, and sentiment scoring within Zendesk workflows—augmented by Knots apps for smarter automation. Discover how Zendesk AI supports automation

Zendesk Marketplace Apps

Knots offers over 25 apps in the Zendesk Marketplace—covering Merge Tickets, API Data Sync, OCR, sentiment analysis, and more to extend and optimize your support stack. Explore all Zendesk apps by Knots