It would be great if the AI Assist could automatically create a ticket without requiring the user to fill out a form. While the user is having a conversation with the chatbot, they provide all the necessary information. However, if they want to create a ticket, they need to provide all the information again. Instead of that, the chatbot could summarize the conversation, provide the chat history in the ticket, and automatically create the ticket.
We just started using Tawk.to, and we love it so far. There’s just a gap between the ticketing platform and chat functionality. This can close the gap between the two solutions.
In the ticketing form, the only necessary information is the email. The API offers a way to automatically set it, or the chatbot could ask for it if needed. The chatbot is already very smart. It can filter the necessary information and offer a better experience for the customer and the human agent.