How to Set Up AI-Powered Email Ticketing

Welcome.

Today, we’ll discuss the new AI-powered email ticketing system from Kommunicate.

AI-powered email ticketing systems are transforming customer support by automating ticket categorization, enabling predictive support, and reducing repetitive tasks.

To begin, you’ll need a Kommunicate account and a support email bot.

To create an AI bot for email, go to the Bot Integrations tab and select Create New Bot.

For this demonstration, we’ve already created a support bot named Email Bot.

Let’s take a brief look at this AI bot for email.

Click the Go to Bot Builder button.

Under Knowledge Source, you can see that this chatbot has been trained on a specific document.

You can train your support email bot on any document of your choice. You can also add a URL or train your email bot using your knowledge base.

Next, go to the AI bot settings.

Here, you can enable custom instructions and contextual understanding for the email bot.

After setting up the bot, it’s time to link it to your support email. This will allow the email bot to start responding to queries received through your email inbox.

To do this, navigate to Kommunicate Settings. Under Company, go to Mailbox and click on it.

Enter your support email.

For this demonstration, we’ll use a specific email ID.

After entering the email ID, click Save.

Once saved, you need to forward your support emails to the Kommunicate dashboard.

To do this, copy the unique ID provided here and navigate to your email account settings.

In your email settings, go to the Forwarding tab.

Under forwarding settings, add a forwarding address.

Paste the ID that you copied from the Kommunicate dashboard.

After clicking Next, a prompt will appear asking you to confirm whether you want to proceed.

Once you confirm, the forwarding address will be added successfully.

It is important to enable this option so that a copy of all incoming emails is forwarded to the Kommunicate dashboard.

After clicking Save Changes, your email forwarding setup is complete.

Now, we have successfully connected the email bot with Kommunicate.

Next, go to the Kommunicate dashboard.

Under Conversations, navigate to Rules.

Here, we need to add the mailbox channel.

Then, choose the email bot that should respond to users from the list.

As discussed earlier, we created this Email Bot. Now, it has been updated and successfully integrated with our email inbox.

Next, let’s see what happens when we receive an email.

Based on the integration, any email received on our email ID should appear in the Conversations tab, and the email bot should reply to the user.

Let’s test this now.

In another tab, we have our personal email ID open.

We’re going to draft an email to the support team, including the subject and details.

After sending this test email to the support email we just configured, we should receive the email in the support inbox.

And there it is. We have received the email.

A copy of this email should also appear in the Kommunicate Conversations tab.

Now, let’s go to the Conversations tab and check whether the email is visible.

As you can see, the email has been forwarded to the Conversations tab.

The email bot we configured has already responded to the user.

Notice how quickly this process happens.

Now, let’s move to the personal email ID.

Here, you can see the email response from the email bot.

The AI email bot has already provided a response.

This shows how the AI-powered email ticketing system works.

It can save a significant amount of time because the chatbot responds quickly, reducing the need for support agents to manually handle every repetitive query.

That brings us to the end of this tutorial.

If you have additional questions or need more information, feel free to book a demo or sign up and try the product for free.

Thank you.

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