External service desk integrations

Linking service desk systems to the AI chatbot streamlines the service and boosts efficiency in customer service. Enquiries are pre-qualified directly within the chat dialogue and forwarded to the service team as tickets. By connecting service desk systems to the AI chatbot, this improves the efficiency of the service provided to customers through automated processes and targeted data collection.

1. Areas of application

2. Supported service desk systems

3. Email takeover as an alternative to ticket creation

 

1. Areas of application

The main areas of application include pre-qualification and automatic routing.

Pre-qualification of enquiries

Using moinAI forms, the AI chatbot collects all the necessary data (e.g. customer number, email address and enquiry) in a targeted manner before a ticket is created. This eliminates the need for time-consuming follow-up queries from the service team, as all mandatory details are collected in advance.

Example of use

An industrial company uses a form in the AI chatbot to accept specific spare parts enquiries. Before a ticket is created for the technical sales team, the AI chatbot asks for the machine’s serial number, the component in question and the customer’s contact details. The service desk system receives a fully qualified ticket. The team can then calculate a quote straight away, without having to spend time requesting missing machine data.

Automatic routing

Tickets created are assigned directly to the relevant staff members or departments via the integrated service desk system. This reduces response times and optimises the support process

Example of use

An energy supplier’s AI chatbot distinguishes between meter reading submissions and fault reports. Fault reports are automatically assigned the ‘High’ priority in the service desk system and are directed straight to the technical emergency department. General meter reading submissions are automatically routed to the customer support inbox.

2. Supported service desk systems

Various technical methods are available for connecting moinAI to your preferred ticketing system. The moinAI Hub offers pre-configured integrations and connectors that can be activated with just a few clicks. These native interfaces include, amongst others:

• Salesforce: Enquiries are created directly as cases in the system.

• Zendesk: Enquiries are seamlessly forwarded as tickets. (See the Zendesk integration guide).

• Freshdesk / Freshchat: Pre-configured connectors for direct ticket creation

A list of all connectors available in the moinAI Hub can be found under the Integrations menu item in the Hub.

Flexible webhook integration

Any service desk and ticketing systems for which no pre-built connector is available in the moinAI Hub can be flexibly integrated via web services. This allows ticket transfer to be controlled on a case-by-case basis. Furthermore, all relevant attributes can be included to ensure optimal routing in the target system. Further information on the technical setup is provided in this article on webhooks.

3. Email takeover as an alternative to ticket creation

The email takeover function can be used as a straightforward alternative to a direct API connection. As soon as the AI chatbot needs to hand over an enquiry to a human team (e.g. for complex issues), the system sends an automated email containing the full conversation history and contact details to the support address of the ticketing system.

The ticketing system imports this email, automatically creates a ticket from it and, where possible, assigns it directly to the relevant customers in the system as well as to the responsible staff members.

Example of use

In the case of a complex booking enquiry for a large group at an adventure park, the automated response reaches its limits. The AI chatbot sends the chat history to date, including all stored contact details, by email to the ticketing system. There, a ticket is automatically generated and assigned to the events team for individual processing.