Telik AI Agent

IT help desk on WhatsApp

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Issues resolved by the agent
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IT problems fixed and questions answered in WhatsApp, confirmed by the employee, with no ticket and no help desk time.
–handled without a ticket (self-service rate)
–rated support 4 or 5 out of 5
–help desk hours saved
Conversations
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Tickets raised
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from WhatsApp
Reply time
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median, 24/7
Outside office hours
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of conversations
KB lookups
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knowledge base searches
Tickets resolved
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Issues by day

Solved in chat compared with tickets raised

Resolved in chat Ticket raised

How conversations ended

 

    "Other" includes greetings, ticket status checks, non-IT questions and chats the user didn't finish.

    Articles that solved issues

    Knowledge base articles behind confirmed fixes and answers

    Recently resolved in chat

    What employees sorted out with the agent

    Feedback on resolved tickets

     

    –average out of 5

    Tickets raised from WhatsApp

    Incidents by priority, and all tickets by category