Ticket topic and priority
Classify incoming tickets.
AI CORE CAPABILITY · Customer Experience & Support
Resolve recurring support requests with less manual effort.
Classify incoming support cases, prepare source-backed answers and route unresolved issues to the right team.
- Classify incoming tickets.
- Suggest source-backed responses.
- Route unresolved cases and track response times.
Tell us what you need; we will define the scope and setup steps with you.
★★★★★Explore customer experiencesCustomer Support AutomationExample workspace
Support handoff when evidence is missingIllustrative workspace
A support request not covered by the knowledge base
Input
Support message and approved knowledge base
Output
A case with the knowledge gap ready for agent handoff
Action / check · Check topic, priority and source coverageTicket topic and priority
Source-backed assistance
KEY FEATURES
What this product will handle for your team.
Practical capabilities with a clear role in your workflow.
Source-backed assistance
Suggest source-backed responses.
Routing and SLA tracking
Route unresolved cases and track response times.
USE CASES
How could this fit your day-to-day work?
Explore the need, the proposed approach and your team's role.
SELECTED USE CASE
A spike in tickets for the same question
- 01THE NEED
The same setup question arrives repeatedly across channels and overloads the support queue.
- 02AI APPROACH
Group similar tickets, propose answers from current approved knowledge and route unresolved cases to a named queue.
- 03NEXT STEP
Deliverable: Prioritized support queue and cited answers. Success metric: First-response and resolution time.
SELECTED USE CASE
No valid answer exists in the knowledge base
- 01THE NEED
No approved, up-to-date article answers the customer's support question.
- 02AI APPROACH
If no reliable knowledge source exists, avoid inventing an answer and escalate the case with full context.
- 03NEXT STEP
Deliverable: A support ticket handed to a representative without a fabricated answer.
CUSTOMER EXPERIENCES
Experiences from our customers.
Hear from customers using the product in their business workflows.
★★★★★
It searches our team's thousands of pages of documentation and pinpoints the clearest answer to the customer's question.
İrem AydınSmartHR Yazılım
★★★★★
Instead of getting lost in manuals, our field technicians ask the assistant and instantly receive visual, step-by-step solutions.
Emre KurtBiyomedikal Cihaz Sistemleri
The experiences shared reflect each customer’s individual project scope.
OTEMATIK · NEXT STEP
Adapt this workflow to your business.
YOUR QUESTIONS
What to know before implementation.
Review the product scope, connection requirements and approval points.
How does this solution work?
Customers repeat themselves when support requests miss the right information and owner.
Source and need
The same setup question arrives repeatedly across channels and overloads the support queue.
Can the assistant close cases automatically?
Auto-closure is considered only for explicitly defined, verified cases; uncertain cases go to an agent.
What is included in the scope and outputs?
Deliverable: Prioritized support queue and cited answers. Success metric: First-response and resolution time.
Deliverable: A support ticket handed to a representative without a fabricated answer.
Implementation is scoped after checking access and data in the customer’s systems; no prebuilt connection is assumed.
How do quoting, setup and connections work?
Let’s define the scope together.
Workflow setup, integration assessment for suitable systems, testing, monitoring and ongoing management. Core deliverable: Prioritized support queue and cited answers.
ticketing system, knowledge base, support channels and SLA rules
Which steps belong to AI and your team?
Analysis and workflow
Group similar tickets, propose answers from current approved knowledge and route unresolved cases to a named queue.
Proposed output
Deliverable: Prioritized support queue and cited answers. Success metric: First-response and resolution time.
Team review
Authorization, approval steps and exception owners are agreed with your team during setup.
Business rules
Implementation is scoped after checking access and data in the customer’s systems; no prebuilt connection is assumed.
How are data, access and security handled?
Your information is collected to review your request and contact you about it. This form does not collect marketing permission. Please do not share sensitive personal information.
What data and systems are needed for ticket topic and priority?
Setup reviews access to ticketing system, knowledge base, support channels and SLA rules. Data scope, permissions and transfer methods depend on the client environment; a ready-made connector is not assumed.
OTEMATIK · NEXT STEP
Let’s define the right scope for your business.
Share your current process and required connections. Our team will help define the implementation scope and next steps.