Faster, better, smarter support for eCommerce
From AI-driven summaries and sentiment analysis, to AI-assisted replies and HandsFree auto responses, eDesk AI is revolutionizing customer support. This helps you reduce support center costs, improve speed, and boost customer engagement.
Reduce the noise and simplify customer messages automatically, with eDesk AI Classification and Summary
With AI Message Summary, agents can reduce the time they spend scanning and trying to understand messages from customers. Not only does it provide a concise explanation of the query, our AI can determine the sentiment of the customer (negative, neutral, or positive), and identify the root cause (like damaged product), so agents can digest the message and reply faster.
Overwhelming inboxes are a thing of the past
We understand how easy it can be to get buried under too many messages – especially during busy seasons.
With AI Agent Assist, agents can get suggested responses and can reply in just a few clicks without even opening a ticket. Reply templates are created by eDesk AI, but can be customized based on your company procedures and brand tone. You have total control.
Need to dive a little deeper into the ticket? Have multiple threads? AI Ticket Summary automatically summarizes threads in one click, making it easier and faster to respond with AI Assisted replies.
Always respond on time, with a personalized approach
Our auto-prioritization technology allows your team to operate more effectively with tickets grouped in order of priority, based on business or marketplace SLA rules. This ensures you never miss an SLA deadline.
Not only will you respond in a timely manner, our AI Sentiment will prep your agents with a summarized mood of the message, helping them craft an appropriate response based on whether customers are deemed to have a positive, neutral, or negative sentiment.
Empower agents to craft responses with improved clarity, depth and speed
Do your customer support agents spend too much time trying to craft the perfect customer response? eDesk’s intelligent AI Composer empowers agents to deliver truly great customer responses in a fraction of the time. Agents can simply compose a draft response and leverage eDesk’s AI composer tool to instantly change the tone, rephrase, or expand messages to customers with just a few clicks. By effortlessly perfecting customer responses, your agents get back more time to concentrate on resolving important customer queries.
Respond HandsFree to repeat questions, so you can focus on more complex issues
When a message comes into eDesk, we use advanced AI and years of eCommerce experience to classify it into one of 20+ categories that represent the most common questions asked by buyers – all with 95%+ accuracy.
Based on AI Classification, support agents can choose from templated responses or automatically send a reply – HandsFree – without ever touching the ticket. You maintain complete control.
Retain a personalized approach with customer and order data embedded instantly into replies
AI Agent Assist helps suggest responses using pre-formatted templates that include personalization snippets like customer name, product details, shipping details, and more. This allows you to respond in one click, making your responses timely and relevant – without sounding like a robot.
PLUS, get everything you’ve come to love about eDesk
The best part? These enhancements live right alongside the features you love most about eDesk, including 200+ eCommerce and marketplace integrations, order and customer information alongside the ticket, templates, notes, and so much more.
FAQs
Streamline and optimize your entire support operation
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