Smart Reply Suggester

Description

This workflow automates customer support responses using AI to analyze Zendesk tickets and generate intelligent reply suggestions. It's designed for support teams seeking to improve response consistency, reduce agent workload, and handle common inquiries automatically while ensuring complex cases get human attention. The system intelligently routes tickets between automated resolution and human escalation based on AI confidence levels.

The process is as follows:

1. Triggers on a schedule to fetch all new Zendesk tickets automatically.
2. Analyzes each ticket using OpenAI GPT with access to organizational troubleshooting documentation.
3. Generates structured analysis including problem standardization, possible cause, and suggested solutions.
4. Routes tickets based on AI confidence: low-confidence tickets trigger human escalation emails, while high-confidence tickets receive automated replies.
5. Sends professional public replies to customers for solvable issues and marks tickets as resolved.
6. Logs all interactions and AI decisions to Google Sheets for monitoring and quality assurance.

Benefits for Customers / Users

• AI-Powered Consistency – Provides standardized, accurate response suggestions based on organizational documentation and best practices.
• Reduced Response Time – Automatically resolves common issues instantly without waiting for agent availability.
• Smart Escalation Handling – Intelligently identifies complex cases requiring human expertise and routes them appropriately.
• Knowledge Base Integration – Leverages existing organizational documentation to ensure policy-compliant responses.