Forethought Agatha Integration

Having a great help desk tool isn’t always enough for scaling businesses. Agatha is an ai-powered add-on to your service desk that helps you manage your incoming support requests more efficiently, keeping both your agents and customers happy.

Dialpad takes advantage of Agatha’s Solve, Triage and Assist functions to help users resolve tickets faster, empower their agents and care for their customers. Agatha and Dialpad work together to track team performance and improve customer satisfaction, brought to you by Forethought.

Key Features:

At her core, Agatha performs three important business functions in tandem with Dialpad

1. With Solve…Agatha provides customers with the business intelligence they need where and when they need it. Through email, web-form and chat, Solve answers simple and more complex/long-form customer questions. When more complex answers are needed, or live voice agent assistance is required, Agatha integrates with Dialpad for a seamless hand-off to a live voice agent.

2. With Triage…Agatha provides continuity in the customer journey where immediate answers are insufficient and gives agents the context they require. Triage provides the heavy lifting in ticket tagging, routing, insight, and escalation within the help desk to the right agent.

3. With Assist…Agatha leverages true AI to capture business intelligence across the organization, accessing data where it resides…allowing agents access to the full extent of enterprise content to resolve and support customers.