In any service department, managing a constant influx of requests and inquiries can be challenging. Each message requires careful reading to understand the nature of the problem, assess its urgency, and determine the appropriate response. This AI-powered journey leverages advanced AI technology to evaluate incoming messages, automatically rank their severity, and efficiently route them to the correct person or sub-department. By streamlining this process, the AI journey ensures that critical issues are addressed promptly, optimising resource allocation and enhancing overall service efficiency.

Objective

Streamline the process of handling incoming messages from employees/customers/others by using AI to assess severity and route them to the appropriate department.

Who is this for?

• HR helpdesk
• IT helpdesk
• Customer support
• Legal and compliance teams
• Facilities management teams
• Sales and account management teams

Businesses can simplify their infrastructure and instead of using different helpdesk for these departments, they could have a single entry point, a single helpdesk and utilise AI to route the message correctly.

What does it look like?

Using the Ask AI action, the business can use their own severity scale for the AI to rank the severity of the incoming message. And the Ask AI action will return the results as token that can be used in field mapping in subsequent steps like is used here in conditional logic.

Testing it, the AI-powered helpdesk form was populated with the following message:

"I noticed that my salary for this month was significantly lower than expected. It seems that the overtime hours I worked last month were not included in the payment. This issue needs to be corrected as soon as possible since it affects my financial obligations."

The Ask AI action ranks the severity of this message as "High Priority" and provides the reason being "The issue directly impacts the employee's financial situation and requires prompt attention to correct the salary discrepancy." - quite reasonable.

We can also see that the AI correctly routes this message to the Payroll Department, the reasoning there is given as: "The request mentions an issue with salary and overtime hours not being included in the payment, which falls under payroll inquiries."

There are various options we can do to further enhance on the capability of this AI-powered helpdesk, such as:

1. We could modify the external form to allow for uploaded files and use the AI to analyse what is on them and include it in the evaluation.
2. We already have an integration with Jira for IT but we could use the Journeys Integration Builder to add integration with other tasks systems the business might use like Asana.
3. Adjust the AI's severity scale and categorisation criteria to align with your internal processes.
4. Configure the notification and integration methods based on departmental preferences.
5. Add an Ask AI action to rewrite or summarise the message so the recipient has a short summary of the message automatically available when they open up the task for the first time.

The possibilities are endless!