Dixa Automation: Power Your Customer Service Helpdesk With AI

When people think of automated customer service, chatbots are often what come to mind. But with the advancement and innovation of technology, today’s support automation solutions go beyond the bot. 

Now more than ever before, customer experience leaders are using AI automation in their service organization. The adoption of AI automation technology shows no signs of slowing down; by 2025 95% of customer service interactions will be supported by AI.

If you’re not already familiar with AI automation, we’ve got you covered.👇

What is AI automation?

In short, AI automation is a type of artificial intelligence that enables computers to accurately analyze, understand, contextualize, and measure the meaning and sentiment of language. It does this by leveraging large volumes of data and natural language processing (NLP).

So what is customer service AI automation?

When used for customer support, AI automation facilitates service interactions with customers via support channels such as live chat, social media, email, and in-app. AI automation allows service organizations to scale and sustain growth without sacrificing quality.

Learn more about AI automation in customer service, here. 

Not all AI automation tech is created the same. That’s why many CX leaders are seeking out conversational AI technology to level up their customer service. 

What is conversational AI automation?

Conversational AI is a type of software that uses NLP and machine learning to create human-like conversations with users. The most advanced conversational AI solutions can deliver experiences that are indistinguishable from human interactions. This allows brands to provide a human touch when leveraging AI for customer service. 

Like all good machine learning, conversational AI collects information from its own interactions to improve itself. So the more engagements your AI solution has with your customers, the better it performs. And since it’s technology (not a human) it won’t burn out! 

Speaking of burnout; is your support team dealing with repetitive strain from tending to the same queries over and over again? Imagine having those repetitive support tickets taken care of so your human agents are freed to focus on higher-priority tickets. Some conversational AI automation technology can make this a reality!

Solutions such as an AI Agent, not only converse with customers but also can take action and fully resolve their issues without human intervention. This includes requests such as track order, returns, exchanges, and changing subscription tiers. 

Discover 50+ of the most common actions that Thankful’s AI Agent can perform.

One of the ways Dixa’s customer service platform empowers brands to grow their business is by integrating with their favorite business systems - including AI automation solution, Thankful. This ensures agents have what they need to provide customers with great service.

"We are seeing a growing trend of customers looking for AI automation and assistance, allowing human agents to focus on more complex high-value conversations with customers. Thankful's technology allows for that opportunity to take place at scale." 

- Maurits Pieper, Partnerships Manager

With conversational AI, you don’t have to sacrifice the quality of service to support more inbound customer requests. And since leveraging Thankful’s AI Agent within Dixa allows for autoscaling capabilities, your team will be equipped for hypergrowth, seasonal rushes, and unexpected spikes in ticket volume. 

So how exactly does integrating AI automation with Dixa benefit your support agents and your customers?

Let’s break it down.

Support your support team:

Reduce Repetitive Strain

Did you know, customer service agents spend nearly 90% of their time repeating answers to the same questions?

Doing the same thing over and over again can be draining, so it doesn’t come as a surprise that repetitive strain is rampant among support teams. AI, on the other hand, easily handles high volumes of routine issues while maintaining consistency and accuracy. 

Check out this quick video to see some examples of AI automation and discover 3 common customer service processes that you can automate:

Empower Your Agents To Do What They Do Best

With an AI Agent fully resolving large quantities of repetitive ticket types within Dixa, your agents’ workload is reduced. This allows them to focus on building relationships with customers and put their time towards higher-level and more rewarding queries. 

Higher-value service interactions are more rewarding and 79% of agents say their skills improve from solving these types of queries. As a result, they are able to deliver even better service. Everyone wins!

Alleviate Stress

There’s no denying that working in customer service is stress-inducing. 

Agents work tirelessly to meet customers’ demands for quick and personalized service. It’s no wonder over half of customer service agents feel burnt out on a daily basis!

The pressure agents are under intensifies when there is a surge in support query volumes. As the ticket queue increases, so do wait times and customers’ frustration. Dealing with angry customers is the last thing already stressed-out agents need.

Human agents have a ticket capacity whereas AI does not. It can get to tickets within seconds and scale to easily withstand ticket influxes, making it perfect for time-sensitive customer service queries. By leveraging AI automation with Dixa, you can ensure your customers are receiving quick and high-quality support while simultaneously reducing the pressure your agents are under. 

Maintain a Strong Team Culture

Healthy team culture is important to 97% of employees. Needless to say, it’s a necessity. But establishing and maintaining a healthy culture requires commitment, especially in an industry like customer service where turnover rates are over twice the national average. Not to mention the challenges that come with recurrent seasonal hiring.

Giving service organizations a greater ability to scale, AI automation allows brands to reduce seasonal and year-round hiring projections without increasing their agents’ workload. This means the focus can be shifted towards retaining top talent and cultivating a healthy team culture. 

A more manageable workload and less pressure make for a happier team, which only has a positive impact on culture.

Support your customers:

Speed Up Your Service

How strong is your customers’ need for speed? Well, speed of response and resolution are the most important aspects of service experience for 89% of consumers.

AI can quickly handle large ticket volumes, delivering responses and resolutions in a matter of minutes. It helps keep customer wait times low and prevent ticket backlogs. Even when there is a surge in incoming queries, you can rest easy knowing your customers are getting the help they need when they need it.

Get Personal

When it comes to delivering service that meets customers’ expectations, personalization is a non-negotiable! 

You may be wondering, “how can AI automation help with personalization?”

We get it! It’s a common misconception that automation means less personalization, but that doesn’t have to be the case. With the right AI automation technology, you can provide even more personalized experiences. An AI automation solution like an AI Agent is trained to never forget a customer or their history with your business. It collects, pulls in, and analyzes data including lifetime value, geography, purchase history, and contact history. This important customer context is then used to tailor responses and actions to each customer. Experiences like these leave customers feeling known, valued, and cared for. 

Full-Service Experiences (at Scale!)

Chatbots and other automated support technologies are often used as deflection tools - redirecting customers to a self-service portal. 

You may be wondering, “so, what’s the issue?”

Well, self-service requires more effort on the customers’ part. To state the obvious: customers want easy service experiences! To make matters worse, only 9% of customer service journeys are resolved within a self-service portal. This means that the majority of deflected customers will have to spend even more time and effort attempting to connect with your team. 

Since an AI Agent can fully resolve over 50 types of service requests, brands can provide quality full-service at scale and ensure customers are cared for.  

Learn more ways conversational AI automation can improve customer service experiences here.

With a deep and seamless integration, Thankful’s AI Agent operates inside your Dixa helpdesk and connects with your business systems just as a human agent would. Think of AI Agent as an extension of your team - routing, assisting, translating, and resolving support tickets across email, live chat, in-app, and social media. 

Here’s how Thankful’s integration with Dixa works 👇

When up and running, Thankful’s AI Agent acts as an extension of your team, operating within the Gladly platform and connecting with your existing business systems. It engages with customers and fully resolves queries just as a human agent would. 

It is important to note that you have complete control of what types of customer requests you want Thankful’s AI Agent to handle. Everything else will be assigned directly to your agents in Gladly. This allows you to optimize Thankful for your business’s specific needs. And since your AI Agent is tailored to your brand, responses and actions also align with your specific policies and brand voice. 

Thankful’s AI is built from the ground up with deep learning from over 50 million ecommerce customer support tickets. Since it is pre-trained, it achieves a high-level understanding from day one. We’re talking an understanding with over 90% confidence - some brands even see up to 99% confidence! And as Thankful’s AI collects more and more data, its performance only continues to strengthen. 

While many AI tools use keyword detection, Thankful’s AI analyzes, understands, and contextualizes freeform text and language sentiment. It remembers every customer and their history with your brand and uses that information along with dozens of other parameters to provide responses and support that are truly personalized to each customer and their needs. 

By connecting with your existing business systems, Thankful’s AI Agent actually has the ability to take action and fully resolve queries such as track order, change subscription tier, and processing exchanges. The types of customer requests your AI Agent handles is up to you! All other tickets will be assigned directly to your human agents within Dixa. 

Every service interaction, whether it is handled by your AI Agent or a human agent, is directly captured by Dixa. With one timeline for all engagements, Dixa’s platform provides a unified view of the entire customer journey. This helps agents better manage experiences and deliver more consistent, efficient, and seamless service. 

Want to see it all in action? Request a Thankful and Dixa demo here.

Integrating new technology can be a process. Fortunately, this process is quick and frictionless! 

Integrating Thankful with your Dixa customer service software can take less than 20 minutes and all that Thankful needs is access to a few endpoints in your API. 

So, why does Thankful need API access?

Thankful works inside Dixa just as a human agent would; reading, routing, translating, surfacing data, assisting, and resolving customer queries. The more information Thankful has access to, the more value you’ll get from your AI Agent. 

Think of it this way: your human agents need certain tools to do their job. You wouldn’t hire a support representative for voice support without providing them with a headset, right? 

Consider API access your AI Agent’s tool for getting the job done. 

By integrating Thankful with your Dixa helpdesk software, you’re giving the AI Agent access to gather information from within your Dixa platform so that it can deliver quick and personalized responses.

There are two additional tiers that allow you to further optimize your AI Agent:

Thankful works inside Gladly just as a human agent would, so it needs access to your systems to read, route, translate, surface data, assist, and fully resolve customer queries.  The more information Thankful has access to, the more value it brings. Consider it the AI Agent’s tool for getting the job done. 

We’ll break this down a bit further. 👇

1. Helpdesk Integration + OMS Read Access - Provide even more personalized support by integrating Thankful with Dixa and your order management systems. This allows the AI Agent to collect information from both your helpdesk and OMS.

2. Helpdesk Integration + OMS Read & Write Access - With full helpdesk and order management integration and accessibility, Thankful’s AI Agent can gather information from Dixa and your OMS, fulfill change requests, respond to, and fully resolve support tickets - just like a human agent!

Let's talk security: 

As with any new technology and integration process, security is likely top of mind! 

Data safety is Thankful’s primary concern. Thankful has advanced security protocols in place, is SOC2 Type 2 certified, provides SSO & SAML, and is fully GDPR & CCPA compliant. 

If you have any other questions regarding integrating Thankful with your Dixa customer service helpdesk, you can reach out to Team Thankful here!

Before you begin the process of integrating Thankful with your Dixa support platform, you can start taking steps to optimize your AI automated support solution. Here are a few key steps:

1. Revisit your customer service policies. Are they meeting your customers’ needs? Are there any policies that need to be updated or changed? 

2. Have a solid understanding of the best use cases for AI automation. It is best used for high-volume repeat tickets because they can be handled with speed and precision. Focusing on your top queries is an ideal starting point for making automation decisions.

3. It is important to know when to use AI automation, but it is just as critical to have an understanding of when not to use AI automation. Using AI where it doesn’t belong could create errors that your team will then have to clean up. For example, you won’t want to put your AI Agent in charge of unique tickets or problems or have it resolve problems that have never happened before. 

AI is not a set-it-and-forget-it solution. Continue to optimize your AI Agent over time by continually testing the system and evaluating the results. From there you can make adjustments - Thankful makes modifying and creating workflows easy.

For more AI implementation best practices and tips on how to get started, download your free AI Readiness Kit.