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How can we help?

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Suggest Resolution

Automatically generate user-friendly request resolutions from technical updates from team members.

Benefits to you

  • Agent assistance: Save time producing user-friendly resolution content that can be presented to the customer.
  • Agent deflection: Reduce inbound calls. Reduce tickets/backlog. Reduce stress. Cut staff churn.
  • User experience: Empower users to do more, faster. No waiting. Customers get back to being productive faster.

What you can do

  • Simplify very technical request resolutions into content that’s suitable for end-user consumption.
  • Generate request resolutions from a post in a ticket timeline (top level; not comments to posts).
  • Or simply paste a block of text into the Request Resolution box and click Suggest Resolution to generate user-friendly content.

Where to find it

In any request record. Accessible as a drop-down menu option in the Request Resolution field and any timeline posts. Hornbill Ai

(1)

How to use it

Open a request record. Identify a ticket timeline post that contains the resolution information. Click Suggest Resolution. Suggest Resolution

(2)

HAi generates a user-friendly how-to solution. Click the tick to accept the resolution content. Suggest Resolution

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