Worknet agent assist for Zendesk

Worknet enhances agent productivity by offering a conversational user interface, enabling agents to access necessary information efficiently. This system supports various functionalities such as:

• Response: Utilizes comprehensive ticket information to search and suggest answers from a knowledge base, complete with links to the original content sources.
• Troubleshoot: Functions similarly to the Response feature but utilizes multiple knowledge base sources to guide agents through troubleshooting steps.
• Expand: Assists agents in quickly formulating responses, with or without using ticket information.
• Summarize Ticket: Provides a summary of the ticket, useful for shift handovers or quickly understanding lengthy tickets.
• Generate Help Article: Creates help articles for new issues not yet covered in the knowledge base, adhering to customer-specific templates and styles for easy integration into the help center.
• Client Insights (Example): Retrieves and analyzes previous tickets from the requester and their company, offering broader context and recommended actions.
• Backline (Example): Delivers summaries and relevant past tickets to the tier 2 (backline) team to aid in resolution.
• Additional actions can be added, and existing functionalities can be modified. The "Ask Me Anything" feature allows agents to ask any question for further assistance.