Support Articles
Learn more about the eDesk AI Agent
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Setting up your AI Agents
This help file explains how to set up an AI Agent to handle tickets in eDesk.
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Creating Procedures for your AI Agents
This help file explains how to create Procedures in eDesk.
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Procedures Gaps report
Identifying gaps in your Procedures with the Procedures Gaps report.
Using AI Agents or Chatbots?
Using AI Agents or Chatbots? Learn how to comply with the EU AI act.
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Tell your AI Agent how to auto-reply
Tell your AI Agent how to auto-reply by providing it with Procedures.
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Introducing eDesk's AI Helpers
This help file explains what each helper does, how they decide which one handles a given ticket, and how tickets are classified when they arrive.
Building Training Content for your AI helpers
This help file provides an overview on Training Content and explains how you can add and manage content that your AI will use.
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Knowledge Gaps in your Training content?
This help file explains how to close Knowledge gaps that eDesk has flagged as being missing from your Training content.
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Creating policies for your AI helpers
This guide explains what policies are, how the AI helpers use them, and how you should structure your policies.
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Creating Instructions for your AI helpers
This help file will explain how to create high-quality instructions for your AI helpers.
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How Customers are using AI Agent
“eDesk AI has let us handle a much higher volume of customer queries, faster, without sacrificing quality. We've seen great results, with the AI now handling up to 25% of messages, a figure that continues to grow as we feed more information into the system.”
Sam Gaskell
Customer Care Manager
"The AI Agent has helped lower stress for our service team, and saved us money, by taking on our routine queries across over 20 of our channels."
Stuart Haines
Managing Director of Trade Chem
"We had a great experience setting up our AI Agent. From the beginning, the eDesk team took the time to understand our needs and recommended the best setup for us. It's rare to work with a company that's so invested in ensuring their clients succeed, and that really stood out to me."
Margot Da Cunha
Head of Customer Care
“eDesk AI has let us handle a much higher volume of customer queries, faster, without sacrificing quality. We've seen great results, with the AI now handling up to 25% of messages, a figure that continues to grow as we feed more information into the system.”
Sam Gaskell
Customer Care Manager
"The AI Agent has helped lower stress for our service team, and saved us money, by taking on our routine queries across over 20 of our channels."
Stuart Haines
Managing Director of Trade Chem
"We had a great experience setting up our AI Agent. From the beginning, the eDesk team took the time to understand our needs and recommended the best setup for us. It's rare to work with a company that's so invested in ensuring their clients succeed, and that really stood out to me."
Margot Da Cunha
Head of Customer Care
Questions? Talk to our team
Our AI specialists are available to help with all things AI Agent.