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
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.
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.
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.
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!
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.
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!