The Wavity Platform offers an AI-powered feature that assists Agents by suggesting relevant Knowledge Base (KB) articles based on the content of a ticket. Agents can quickly insert these suggested articles directly into their responses to end users.
Open a Ticket: Navigate to your interface and click on any ticket for which you need assistance.
Access AI Article Suggestions: Click on the Knowledge Base Articles icon within the ticket view.
View Suggested Articles: A list of AI-recommended Knowledge Base articles will appear, generated based on the ticket’s title and content.
Insert an Article into Your Reply: Click the ‘+’ icon next to the relevant article. This will automatically insert the article into the reply box.
Send the Response: Review or edit the reply as needed, then send it to the end user. The suggested article will be included as part of your response.
In the example below, the AI-suggested article was inserted directly into the reply box, allowing the Agent to quickly share helpful information with the end user.
