AI & Automation: Redefining Customer Service
The Reality of AI Automation
AI automation of business processes and workflows has been heralded as a game-changer, enabling companies to meet growing customer demands while reducing operational costs. But how much of this is grounded in reality?
At Knots, we focus on building practical automation tools that integrate the best AI technology to enhance customer service, making teams more efficient and agents’ jobs easier.
And we have the numbers to prove it:
- Over 30 million tickets handled automatically
- More than $43.2 million saved in labor costs
- 72% reduction in time spent on repetitive tasks
Addressing the challenges of modern customer service
Customer service teams face unprecedented challenges. Response times that were once acceptable now feel glacially slow. Quality that was once exceptional is now merely expected. The numbers tell the story:
- 90% of customers expect an immediate response to their questions (Getzowie)
- Support teams lose nearly half their day to repetitive tasks.
- Large teams struggle to maintain consistent quality as they scale.
Adding more agents isn’t the answer – it’s expensive, hard to scale, and doesn’t solve the underlying inefficiencies. This is where intelligent automation makes a real difference.
What is AI automation and how does it solve these problems?
Think of AI automation as a smart assistant that handles the predictable parts of customer service. It’s not about replacing human agents – it’s about letting them focus on work that matters. By analyzing patterns in your support data, AI tools can:
Handle routine tasks automatically (saving teams up to 40% of their time)
Maintain consistent quality across thousands of interactions
Scale up or down instantly based on demand
Cut operational costs by 25% on average
Boost customer satisfaction by 14%
The result? Your human agents get to be human – focusing on complex problems and building real connections with customers, while AI handles the repetitive work behind the scenes.
Every time a ticket gets automatically categorized, every time an agent gets a smart response suggestion, every time a customer gets an instant answer to a common question – that’s AI automation at work. It’s not always flashy, but it works.
Industry leaders trust our Zendesk solutions
Knots: Experts in AI Automation
At Knots, we excel at creating AI-powered automation tools that seamlessly integrate with Zendesk. Here’s why businesses choose us:
Tailored solutions
We design solutions that align with your unique workflows, ensuring smooth integration and immediate value.
Real-world impact
Our tools handle millions of tickets efficiently, saving companies substantial costs and freeing up agents to focus on complex issues.
Focus on security
We prioritize data security and compliance, hosting our AI models in defined regions and ensuring that no data is stored or used for training purposes.
Reduce costs by 65%
Optimize Zendesk workflows to increase efficiency and optimize resources, resulting in significant productivity gains while reducing operational costs
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 specialize in AI-powered automation tools designed to seamlessly integrate with Zendesk. Our focus is on delivering tangible result:
| How you benefit | How the AI app does it | |
|---|---|---|
Automate repetitive tasks: Tagging |
| Classify tickets automatically categorizes tickets for faster routing and resolution. |
Automate repetitive tasks: Filling ticket fields |
| AI Autofill ticket fields scans tickets, extracts all of the details you specify and automatically fills in the ticket fields, speeding up the workflow tremendously. |
Analyze sentiment and prioritize responses |
| Sentiment Analysis assesses customer emotions and helps prioritize urgent requests for better support outcomes. |
Streamline complex data |
| AI Ticket Summary simplifies ticket threads by providing summarizes, enabling agents to understand and resolve issues faster. |
Improve customer interactions |
| GPT Editor and GPT Sidebar support agents with easy-to-use prompts and reasearch tools, providing accurate answers while maintaining brand consistency and tone. |
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
By integrating AI-powered apps into customer service workflows, businesses can streamline operations, improve accuracy, and provide personalized experiences. These real-world examples illustrate how Knots’ AI automation tools enable teams to tackle complex challenges efficiently and at scale, delivering exceptional customer service while reducing costs and manual effort.
Effortless data extraction
A logistics company frequently receives scanned delivery receipts via email attachments. With the OCR Scanner, text from these attachments is extracted and, combined with AI Ticket Autofill, automatically populates ticket fields such as delivery IDs, dates, and customer names, reducing errors and saving hours daily.
Multilingual support at scale
A global e-commerce platform handles customer queries in multiple languages. Language Detection identifies the language of the ticket, while GPT Editor suggests accurate responses in the customer’s language, maintaining the brand’s tone. This ensures consistent, localised support and faster resolution times.
Prioritise urgent tickets
A financial services company uses Analyze Sentiment to identify tickets with negative or urgent emotional tones (e.g., frustration, anger). These tickets are automatically flagged and routed to senior agents with de-escalation expertise using Assign to Agents, improving customer satisfaction and retention.
Comprehensive summaries
A travel agency uses API Data Sync to sync customer booking history into Zendesk. AI Ticket Summary then creates detailed overviews of past interactions and trips, enabling agents to provide personalised support and recommendations.
Intelligent ticket routing
A multinational insurance provider uses Language Detection to identify the language of incoming tickets and Round Robin Ticket Assignment to distribute them evenly to agents fluent in those languages, ensuring efficient handling of global customer queries.
Multi-agent collaboration
A SaaS company uses Classify Intention to categorise tickets based on customer needs (e.g. billing, technical support). GPT Sidebar supports agents with suggested answers, speeding up collaboration and improving resolution times for complex requests.
We keep on leading the way for the customer service industry
As AI continues to evolve, it’s set to further revolutionise customer service. Emerging trends include generative AI, which enables human-like conversations and proactive support, and predictive analytics, which provides data-driven insights for better decision-making. At Knots, we are committed to staying at the forefront of these advances, delivering cutting-edge solutions that keep your business competitive. With our tools, you can
Start small, scale quickly: Implement AI automation incrementally with our flexible, easy-to-integrate apps.
See results immediately: Realise tangible benefits such as reduced costs, improved efficiency and increased customer satisfaction.
Stay supported: Our team provides dedicated support to guide you through setup and ensure ongoing success.
Getting started is very simple. Try our solutions with a free 14-day trial and experience first-hand how AI automation can streamline and transform your customer service operations.
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.
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