How to speed up help desk ticket resolution using GenAI
Resolving tickets quickly matters not just for efficiency, but also for employee satisfaction. With InvGate Service Management, you can take advantage of GenAI features that simplify communication, bring the right people into the loop, and prevent delays. The result: faster resolution times and a smoother support experience.
#1. Solution recommendation
Solution Recommendation uses GenAI to analyze the request’s details, compare it with similar tickets, search knowledge base articles, and even review open sources of information. With that context, it generates a complete draft that agents can use right away.
Here’s how it works:
- Within the request, go to the comment box.
- Click on the Recommend Solution button.
- InvGate AI will generate a solution tailored to the request.
- Edit the text if you want to fine-tune it, then send it as the response.
#2. Ticket summarization
Ticket summarization helps agents catch up on a ticket with long conversations or multiple updates. It uses AI to generate a clear, concise summary of all activity so far.
Here’s how it works:
- Inside the request, click on the wand icon at the top.
- In a few seconds, a summary will appear in a pop-up.
- Choose Got it if you just want to read it.
- Choose Publish summary to post it as an internal comment for future reference. It will only be visible for agents.
#3. Expert collaboration
Expert Collaboration looks at ticket details, complexity, and agent performance history to recommend colleagues who have successfully solved similar requests with high satisfaction scores. It helps agents connect with the right expert faster, without wasting time searching or asking around.
Here’s how it works:
- Open the request and check the right sidebar.
- In the Suggestions section (under “Participants”), InvGate AI will display the recommended collaborator if one is available.
- Click Apply to add them as a collaborator on the ticket.
#4. Smart request escalation
Smart Request Escalation helps by monitoring ticket progress, comparing it with historical resolution data, and flagging requests likely to breach their SLA.
Here’s how it works:
- When InvGate AI detects an SLA breach risk, it will display an escalation suggestion in the right sidebar, under the Participants section.
- You’ll see an Apply button next to the escalation suggestion. Click to escalate the request and bring in the right level of attention before the SLA is missed.
#5. AI-improved responses
Sometimes the challenge isn’t finding the solution but writing it in the best way. AI-Improved Responses helps agents refine their own drafts by using Generative AI to make it clearer, shorter, longer, or more polished.
Here’s how it works:
- In the comment box of the ticket, start by writing your draft response.
- Click Improve response.
- Choose one of the available options:
- Summarize to shorten the text.
- Expand to add more detail.
- Refine answer to polish the response.
- Adjust tone to make it more formal or user-friendly.
- Review the improved version, make any final edits you want, then send it.