AI & Automation: Redefining Customer Service
AI and automation in customer service have changed how companies work. They help teams handle more requests, faster – without losing quality. But how much of this transformation is real, and how much is just hype?
At Knots, we build practical automation tools that use AI where it makes a real difference: improving efficiency, reducing workload, and giving agents more time for complex issues.
- Over 30 million tickets processed automatically
- $43.2 million saved in labor costs
- 72% less time spent on repetitive tasks
Addressing the challenges of modern customer service
- 90% of customers expect an immediate response (Getzowie)
- Support teams lose nearly half their day to repetitive tasks
- Large teams struggle to keep quality consistent as they grow
Before using AI automation, make sure your Zendesk data is clean and well integrated. That’s the foundation of any reliable automation setup.
What is AI automation — and how does it help?
- handle recurring questions and requests automatically
- maintain consistent quality across thousands of interactions
- scale up or down instantly when demand changes
- cut operational costs by an average of 25%
- boost customer satisfaction by around 14%
Industry leaders trust our Zendesk solutions
Knots: Experts in AI Automation
At Knots, we create AI-powered tools that fit seamlessly into Zendesk. Our apps make automation simple, measurable, and secure — no extra layers, no complexity.
By combining tools like AI Autofill, Sentiment Analysis, AI Summary, and GPT Sidebar, companies can streamline workflows, prioritize smarter, and resolve tickets faster. The result: better performance without extra effort.
Tailored solutions
We design automations that match your workflows — not the other way around.
Real-world impact
Our apps process millions of tickets and help teams cut costs while improving response times and agent satisfaction.
Focus on security
We build every solution with compliance in mind. Our systems are HIPAA and GDPR compliant, and customer data is never stored or used for model training.
Proven results
Customers see up to 65% lower operational costs and measurable improvements in service quality.
See the impact
For a firsthand account of how our solutions have made a difference, you might find this testimonial insightful.
AI automation done right
At Knots, we design AI-powered automation tools that integrate seamlessly with Zendesk. Our goal is to deliver real automation results — simple apps, measurable value, and quick onboarding.
Here’s how our solutions make that possible:
| How you benefit | How the AI app does it | |
|---|---|---|
|
Automate repetitive tasks: Tagging |
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Classify tickets automatically categorizes tickets, enabling faster routing and resolution. |
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Automate repetitive tasks: Filling ticket fields |
|
AI Autofill ticket fields scans each ticket, extracts the information you specify, and fills in ticket fields automatically to speed up workflows. |
|
Analyze sentiment and prioritize responses |
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Sentiment Analysis identifies emotional tone and urgency in customer messages, helping teams prioritize important or frustrated cases first. |
|
Streamline complex data |
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AI Ticket Summary condenses long ticket threads into short, readable overviews, allowing agents to understand the context instantly. |
|
Improve customer interactions |
|
GPT Editor and GPT Sidebar assist agents with context-aware suggestions and quick research, helping them reply accurately while staying on-brand. |
Getting started with Knots
1. 14-day free trial: Try our solutions in your environment, risk-free.
2. Does what it promises: Our apps can keep up with any size of company and can be used flexibly for a wide range of needs.
3. Dedicated support: Our experts will guide you through setup and provide ongoing support.
Real-world use cases:
Combining Knots apps for maximum impact
AI automation only creates real value when tools work together. By combining Knots apps, companies can streamline operations, improve accuracy, and deliver personalized customer experiences — without adding complexity.
Below are examples of how businesses use our Zendesk automation tools in daily operations. Each one shows how the right mix of apps can save time, reduce errors, and make service teams more efficient.
Effortless data extraction
A logistics company receives scanned delivery receipts as email attachments. With the OCR Scanner, text from these images is automatically extracted. Combined with AI Ticket Autofill, the data — such as delivery ID, date, and customer name — is instantly added to the relevant ticket fields.
This eliminates manual typing, reduces errors, and saves hours of repetitive work every day.
Multilingual support at scale
A global e-commerce platform handles customer inquiries in multiple languages. Language Detection identifies the language of the ticket, while GPT Editor suggests accurate, brand-consistent responses in the same language.
The result: faster replies, consistent tone, and localized support across all markets.
Prioritise urgent tickets
A financial services company uses Analyze Sentimentto detect frustration or urgency in messages. Tickets marked with negative sentiment are automatically routed to senior agents through Assign to Agents (Round Robin), ensuring faster responses and better de-escalation. This setup improves customer satisfaction and retention.
Comprehensive ticket summaries
A travel agency uses API Data Sync to pull customer booking history directly into Zendesk. AI Ticket Summary then creates concise overviews of past interactions and trips, so agents immediately see the full context.
That means less searching, more personal support, and quicker resolutions.
Intelligent ticket routing
A multinational insurance provider combines Language Detection with Round Robin to distribute tickets evenly among agents who speak the customer’s language.
This setup ensures that queries from around the world are handled quickly and by the right person.
Multi-agent collaboration
A SaaS company uses Classify Intention incoming requests by intent (e.g., billing, technical support, product feedback). GPT Sidebar then assists agents with smart response suggestions and relevant ticket context.
Together, these tools speed up collaboration and improve resolution times — especially for complex or multi-step issues.
Bringing it all together
Each of these examples shows a simple truth: automation works best when tools are connected.
Knots apps are designed to work together — whether you automate a single process or build a complete AI-driven support workflow.
We keep on leading the way for the customer service industry
AI continues to reshape how customer service operates — and expectations keep rising.
At Knots, we stay ahead by turning innovation into practical results. Our focus is on what actually works: secure, scalable automation that teams can rely on every day.
New technologies like generative AI and predictive analytics open up new possibilities:
- Generative AI enables human-like conversations and proactive support.
- Predictive analytics helps teams anticipate needs and make faster, data-driven decisions.
We make these innovations accessible, not experimental. Our tools are designed to integrate seamlessly, comply with data protection standards, and deliver measurable value from day one.
With Knots, you can stay competitive as AI continues to evolve — with automation that scales and adapts to your business.
Dive deeper into more Zendesk AI topics!
Find out what AI really can achieve for your Zendesk Setup! ROI is only a part of it, also boost your customer satisfaction and speed up your overall process.
Tailored responses to improve customer satisfaction – is it possible with AI? And what else? We answer this in depth and talk about the pros and cons.
Driving value with GenAI: Where others struggle, we deliver. See first-hand how your customer service team can become a profit-generating asset.
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