Quick check
Guess first, no penalty. A long chat lands in your queue. Which part can a help desk's AI already do?
A help desk is the software where customer requests arrive and get answered. Each request is a ticket.
What AI handles today
Today AI drafts replies, summarizes long tickets and chats, tags and routes tickets (labels them and sends them to the right queue), answers simple FAQs (frequently asked questions) through chatbots (bots that answer customers in a chat window), translates messages, suggests knowledge base articles (your team's help articles) and fills in after-call notes.
Much of this sits inside help desks you may already use: Zendesk, Freshdesk, Intercom and Salesforce Service Cloud all have built-in AI, and general chat tools can help too.
What stays with you
Some work still needs you: upset or vulnerable customers, exceptions to policy, judgment calls on refunds, spotting a pattern that means a product bug, and owning the outcome.
Sort it
Sort each card: AI work today, or still yours?
Card 1 of 10
Tap a group below, or drag the card onto it.
A prompt is the message you send to the AI tool. This one gets a summary you can check fast:
Summarize this ticket in 3 lines: what the customer wants, what we already tried, and what is still open. Use only what is in the ticket. Mark anything you are not sure about.
Ticket: [paste it, with names, order numbers and emails changed]Fill the gaps
Fill the gaps so the summary is short, true and easy to check.
Prompt
Summarize this ticket in . Use . .
Try it
Your steps, about 1 minutes
- 1.Pick one recent ticket and change the names, order numbers and emails. Write two columns: what AI could draft, and what needed you.1 min