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About the Agent
The Zendesk Customer Query Resolution Agent is designed to streamline and automate customer support operations by efficiently managing tickets within the Zendesk platform. It retrieves all open tickets at once and systematically processes each query, ensuring a structured and efficient approach to support management.
By extracting key customer details such as email, query description, and ticket information, the agent optimizes query handling. It integrates with a knowledge base (KB) containing predefined FAQs and solutions, performing a knowledge-based search to find the most relevant response. If a suitable answer is found, it automatically drafts an email, including the subject, body, and recipient details, ensuring quick, accurate, and consistent communication. This automation significantly reduces manual effort and accelerates response times.
If no relevant answer is found in the KB, the agent flags the query as unresolved, logging the ticket reference and query details into a storage system for future review. This enables customer support teams to analyze unanswered queries, update the knowledge base, and enhance response accuracy over time. Additionally, it helps identify gaps in support documentation, driving continuous improvement in customer service.
By leveraging AI-driven automation, the Zendesk Customer Query Resolution Agent boosts efficiency, accelerates response times, and ensures a seamless support experience. It reduces human intervention in repetitive tasks while delivering personalized, accurate responses. Through continuous learning and refinement, the agent helps enhance the knowledge base, making customer support operations more effective, scalable, and adaptable to evolving customer needs.
Input Data Set
Sample of data set required for Zendesk Customer Query Resolution Agent:
Ticket Details
Ticket ID: #458923
Customer Name: Michael Thompson
Customer Email: michael.thompson92@gmail.com
Subject: Issue with Payment ProcessingQuery:
"Hello, I recently tried to make a payment on your platform using my credit card, but the transaction failed. The amount was deducted from my bank account, but I haven't received a confirmation from your system. Can you please check and update me on the status? Also, how long does it usually take for a failed transaction to be refunded?"
Deliverable Example
Sample output delivered by the Zendesk Customer Query Resolution Agent:
Subject: Update on Your Payment Issue – Ticket #458923
Dear Michael,
Thank you for reaching out regarding your payment issue. We have reviewed your transaction and found that the payment attempt was unsuccessful due to a temporary processing error. However, since the amount was deducted from your bank account, it should be automatically refunded within 5-7 business days by your bank.
If the refund is not reflected in your account within this timeframe, we recommend contacting your bank directly. Meanwhile, you may try making the payment again using a different payment method or ensuring that your card details are entered correctly.
If you need further assistance, feel free to reply to this email. We're here to help!
Best regards,
Emily Carter
Stripe Support Team
support@stripe.com
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