Revolutionize Your Workflow: Leverage AI Summarization in Supportbench for Efficient Ticket Handling

Marcel Gravelle

08-May-2025

Revolutionize Your Workflow: Leverage AI Summarization in Supportbench for Efficient Ticket Handling

In today's fast-paced customer support environment, efficiency and accuracy are paramount. Support teams are constantly searching for ways to reduce ticket resolution times, improve agent productivity, and gain quicker insights into customer issues. Supportbench's powerful AI summarization features offer a transformative solution, enabling your team to handle tickets with unprecedented speed and clarity. This guide will walk you through configuring and utilizing these cutting-edge tools to optimize your support operations.

Unlock the Power of AI: Configuration is Key

Before your team can reap the benefits of AI-driven summarization, you'll need to ensure the necessary features are activated within your Supportbench account. This initial setup is crucial for tailoring the AI's capabilities to your specific business requirements.

Navigate to: Configuration > Account > AI Configuration

Here, you'll find a suite of AI settings. While the default configurations are recommended for most users, understanding and customizing these options can further enhance your team's efficiency:

• Your AI policy defines your global account policies for your agents. This overarching policy dictates how AI tools will function across your Supportbench instance.
• Summarization Prompts:
  • Case Summary Prompt: This allows you to fine-tune the information included in case summaries. For example, you can instruct the AI to specifically check if "the case includes the customer's full name, and phone number?" This ensures summaries consistently capture essential data points.
• Co-Pilot External Data:
  • Enable: Activating this feature expands the Co-Pilot's knowledge base beyond your internal data. It allows the AI to draw upon publicly available information from the internet to answer queries and provide context. Ensure your company information under Account Configuration is up-to-date to personalize responses effectively.
• Case Summarizations:
  • Enable: This is a cornerstone feature. When enabled, Supportbench will automatically summarize new cases by analyzing customer activity from various channels like email and the customer portal. This provides immediate, actionable insights into each new ticket and is required for the best Co-Pilot results.
• Activity Summarization:
  • Enable: Similar to case summarization, this feature automatically condenses new activities within a ticket, offering quick insights into the latest interactions. It also plays a vital role in Quality Assurance by providing insights into agent-created activities. This is also required for the best Co-Pilot results.  
     
• Case Priority Assignment:
  • Enable: Let AI take the guesswork out of prioritization. On new cases, the system will use priority names and their AI descriptions to assign the most appropriate priority level if one isn't already defined. This ensures urgent issues receive prompt attention.
• Case Issue Assignment:
  • Enable: Streamline ticket categorization. For new cases, AI will analyze issue names and their AI descriptions to automatically assign the correct issue type, improving organization and routing.  
     
• Case Auto-Tagging:
  • Enable: Enhance searchability and reporting by allowing AI to automatically apply relevant tags to cases based on their content.  
     

By enabling these features, you empower Supportbench's AI to become an invaluable assistant to your support team.

Putting AI Summarization to Work: In-Ticket and Search

Once configured, leveraging AI summarization within Supportbench is intuitive and delivers immediate benefits:

1. Instant Case Overviews with "Summarize this case"

When viewing an individual case, agents often need to quickly understand its history, the customer's problem, and any steps already taken. Instead of manually sifting through lengthy email chains or numerous notes, agents can simply click the "Summarize this case" button.

• Benefit: This action generates a detailed yet concise summary of the entire ticket. It highlights key events, customer queries, agent responses, and often provides potential solutions or next steps. This allows agents to get up to speed in seconds, significantly reducing the time spent on ticket triage and handovers. New agents can become productive faster, and experienced agents can handle complex cases with greater efficiency.  
   

   

2. Proactive Insights with Co-Pilot Search Summaries

Supportbench's Co-Pilot extends AI summarization capabilities beyond individual tickets to your main ticket search.

• Benefit: When searching for tickets, the Co-Pilot can provide summaries of the search results. This allows agents to quickly identify the most relevant tickets without opening each one individually. It's a powerful tool for spotting trends, finding related issues, or simply getting a high-level overview of current support demands related to specific keywords or customers.

Why AI Summarization is a Game-Changer for Support Teams:

• Reduced Resolution Times: Agents spend less time reading and more time resolving.  
   
• Improved Agent Productivity: Faster onboarding for new issues and quicker understanding of complex cases.
• Enhanced Consistency: AI provides objective summaries, ensuring all agents have a consistent understanding of the case.
• Better Customer Experience: Quicker, more informed responses lead to higher customer satisfaction.
• Data-Driven Insights: Easily identify patterns and recurring issues through summarized information.
• Efficient Ticket Triage and Routing: With features like AI-powered priority and issue assignment, tickets get to the right place faster.  
   

By thoughtfully configuring and actively using Supportbench's AI summarization tools, you can transform your ticket handling processes, freeing up your agents to focus on what they do best: delivering exceptional customer support. Start leveraging these intelligent features today and experience a new level of efficiency and insight within your support operations.