Intelligent automation Technology

Jatana is a powerful tool to increase the productivity of customer service teams

Suggested ticket reply

Suggested
ticket reply

Automatic ticket reply

Automatic
ticket reply

Automatic ticket tagging

Automatic
ticket tagging

Automatic ticket triage

Automatic
ticket triage

Available on your CRM and Help Desk software of choice

And can easily be connected to your proprietary system via API

Suggested Ticket Reply

Suggested Ticket Reply

Jatana suggests the best macro for every incoming customer support request

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Answer

Every time a customer writes an email to your support address Jatana is there to help your agents deliver best in class service at the speed of light:

1. Jatana thoroughly analyzes each email to determine the most fitting reply among the many macros available to your agents.
2. The best results are displayed directly next to the message for your agents to use.
3. Macros can be edited to deliver more value to the customer or be sent directly if changes are not requred

What if I haven’t created any macro yet?

After installing Jatana, we’ll run an analysis of your historic tickets to identify and group the cases where automation can create the biggest productivity gains.

You just have to go in, write the macro and Jatana will take care of the rest for you!
What if I haven’t created any macro yet?

Reduce average ticket handling time

Increase consistency of replies

Reduce staff upstart time

Automatic Ticket Reply

Automatic Ticket Reply

Jatana replies to customers’ request without the need for agent intervention

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Auto Treshold
Jatana’s suggested replies are extremely accurate, so much so that you will soon want Jatana to reply to your customers without agent intervention. 

By specifing an automation threshold, you can tell Jatana if the reply should be suggested to the agent or sent directly to the customer.
Red Chat

Jatana learns from your agents and
gets better every day!

Jatana leverages the wisdom hidden in your historic data to find patterns and learn how your agents approach each support request. This allows Jatana to suggest or fully automate the reply, forward it to the most appropriate agent and pre-apply all relevant tags. As if this wasn’t enough, Jatana keeps refining its behaviour by analysing the replies that agents are sending in real time and adjusting the model on the fly.

Before Jatana

Average Processing
Time
4.5 Minutes
Average tickets
solved per day
36 tickets

After Jatana

Average Processing
Time
1.8 Minutes
Average tickets
solved per day
71 tickets

Increase your team satisfaction

Reduce responce time to zero

Maximize customer satisfaction

Automatic Ticket Tagging

Automatic Ticket Tagging

Jatana automatically categorizes and tags all incoming messages

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Answer

As soon as a new ticket is created, Jatana uses the knowledge gathered from previous conversations to categorize it and apply all relevant tags.

This saves time to your support team that can be used for more valuable activities such as caring for a premium customer or solve more complex tickets.

On top of that, Jatana is able to assign the right priority level to each ticket so that your team is always aware of what issues should be addressed first.

What if I need to support
multiple languages?

Jatana works the same way regardless if your customers are spread across countries or even continents.

During the setup process we identify the languages used by your customers and create a specific Deep Learning model for each language, this way we can guarantee that the performance of the app will stay consistent across geographies!

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Increase your team satisfaction

Reduce response time to zero

Maximize customer satisfaction

Automatic Ticket Reply

Automatic Ticket Triage

Jatana automatically forward tickets to the right agent

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An email comes in first come first served and the agent reading the email doesn’t know what to do, so he forwards it to a colleague.

The colleague is aware of the issue but doesn’t have the technical expertise to reply, so he forwards it to the tech specialist in house.

The specialist knows what to reply but to do that needs clearance from a supervisor, so he forwards the email again.

Three people have been involved in this case and no reply has yet reached the customers. Is that familiar?

Jatana learns from your historical data and redirects each incoming email to the the agent with the highest probability to close the ticket fast.

Triage

Jatana’s analytics shows strength and weaknesses of your support team

Analytics are availabe on Jatana’s dashboard where you can also access team, account and automation settings. From the dashboard, you will be able to customize Jatana to your liking and make sure it works the same way your team works!

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Increase your team satisfaction

Reduce response time to zero

Maximize customer satisfaction