AI for Customer Support Teams – ChordianAI

Intelligent Ticket Management

Route, prioritize, and resolve tickets faster.

Smart Routing:

• Auto-categorization by issue type, product, urgency

• Sentiment analysis to flag frustrated customers

• Skill-based assignment matching agent expertise to issue

• Workload balancing to prevent bottlenecks

Resolution Recommendation:

For each ticket, ChordianAI suggests:

• Similar resolved tickets with solutions

• Relevant knowledge base articles

• Product documentation

• Code snippets or configuration examples

Knowledge Management

Capture, organize, and surface the right information.

Automated Knowledge Creation:

• Generate KB articles from resolved tickets

• Extract solutions from chat transcripts

• Identify knowledge gaps from unanswered queries

• Keep articles current based on product changes

Self-Service Enhancement

Reduce ticket volume through better self-service.

AI Chatbot:

• Handle common questions without agent involvement

• Escalate smoothly to human when needed

• Learn from agent resolutions to improve answers

• Multi-channel (web, mobile app, Slack, Microsoft Teams)

Customer Intelligence

Understand customer health and trends.

Health Scoring:

• Satisfaction trends from CSAT/NPS surveys

• Support load (ticket volume, frequency, severity)

• Product usage patterns

• Renewal risk indicators

Results:

Support teams using ChordianAI see:

• 40% reduction in average resolution time

• 30% increase in first contact resolution

• 25% reduction in ticket volume

• 20 point improvement in CSAT scores