Rachel, The Specialist

Rachel, The Specialist

Rachel is an AI-powered digital assistant that anticipates customer needs in real time—even before they finish typing. Acting as a virtual project manager, Rachel intelligently manages support tickets, prioritizes tasks, and ensures seamless operations across your service ecosystem. With smart automation and contextual understanding, Rachel enhances customer experiences, accelerates resolution, and keeps your support teams focused on what matters most.

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Ticket
Triage

Auto-classifies incoming tickets by urgency, category, and context—eliminating the need for manual tagging.

Smart
Routing

Assigns tickets to the right agent or team by analyzing expertise, current load, and SLA priorities.

Knowledge Base Integration

Instantly pulls relevant solutions from SOPs, internal articles, or documents to assist resolution.

Omnichannel Ticket Handling

Centralizes support from email, chat, forms, and portals—keeping everything streamlined and trackable.

Real-Time Status Updates

Sends automated updates on ticket progress, status changes, and resolutions to users and teams.

Intelligent Ticket Logging

Uses Trent’s live transcripts and sentiment cues to auto-log detailed, context-rich support tickets.

If you don’t find a suitable digital worker, contact us for a custom-built solution.

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