DeskAI works as part of the familiar customer-service view.
DeskAI on your terms.
AI-assisted customer service for Freshdesk and Zendesk. DeskAI prepares drafts and summaries; a person reviews and sends the answer.
DeskAI brings your organisation’s approved knowledge into the service agent’s workflow. Answers are created faster while your own voice and human judgement remain.
Answer faster in Freshdesk and Zendesk
DeskAI works where customer-service work already happens. When a ticket or chat message arrives in Freshdesk or Zendesk, DeskAI analyses it and prepares a reply suggestion in the agent’s view. Information does not have to be searched in several places and every answer does not have to start from zero.
A reply suggestion in your organisation’s voice
DeskAI uses the context of the conversation and your approved information. The service agent can choose a suitable response style, check the draft and edit it before sending. Repeated questions are handled more efficiently without making the communication feel faceless.
A long conversation into a useful summary
In long email and chat threads, the current situation can get lost in detail. DeskAI collects the essential points into a summary that the service agent can refine and use in the next stage. This is especially useful when a matter moves to another agent.
A knowledge base that knows your organisation
DeskAI can use agreed websites, PDF documents, previous support requests, chat history and other approved sources. When the right information is available in one knowledge base, reply suggestions are based on your own guidance and ways of working. Source limits and maintenance are agreed during implementation.
A person reviews and decides
DeskAI supports the service agent but does not replace their judgement. The agent checks the suggestion, makes the necessary changes and sends the reply. Exceptional, sensitive or specialist matters continue to be handled according to agreed responsibilities.
A secure and controlled implementation
During implementation we define users, access rights, sources and the way DeskAI fits into the current workflow. The solution is introduced step by step: configuration and training first, limited testing next and wider use only after that. Your organisation keeps control of its information and ways of working throughout the change.
What is included
Editable reply drafts are created for tickets and chat conversations.
The key points of even a long message thread become visible quickly.
Websites, PDF guides and previous conversations support answer creation.
The service agent reviews, edits and sends the final answer.
Data sources, access rights and ways of working are agreed before launch.
How the service starts
Discovery
We agree the scope, owners, channels and reporting before the next step begins.
Service plan
We agree the scope, owners, channels and reporting before the next step begins.
Handover
We agree the scope, owners, channels and reporting before the next step begins.
Running service
We agree the scope, owners, channels and reporting before the next step begins.
Frequently asked questions
Does DeskAI send replies independently?
Not in this service model. DeskAI prepares a suggestion that the service agent reviews, edits if needed and sends. The final decision remains with a person.
Which systems does DeskAI work with?
DeskAI is designed for the Freshdesk and Zendesk customer-service workflows. During implementation we agree the integration and user-specific ways of working.
What information can DeskAI use?
Agreed sources can include your website, PDF guides, previous support requests, chat history and other current information sources you approve.
How does implementation proceed?
We first map the workflow and sources. DeskAI is then configured, users are trained and the service is tested in a controlled way before wider use.
Would you like to see how DeskAI works?
Find more information at deskai.membri.fi or book a demo to review your current customer-service work.