Let AI handle more of the repeat questions
Some support questions have a habit of coming back.
And back.
And back again.
The answer may already be sitting in your Knowledge Base, but someone still has to find it, send it and deal with the ticket.
That is where the latest AI tools in Support Tickets come in.
Gorilla Dash can use your Knowledge Base to help users find an answer as soon as they submit a ticket. Relevant articles can be included in the email response, giving them useful information before your team needs to step in.
If that solves the problem, great. Ticket sorted.
For questions that need more help, AI is also being used to help draft an answer using the information already available.
And when the answer is not in your Knowledge Base?
That is useful information too.
A new tool called Knowledge Gaps shows you the questions your existing articles are not answering, helping you see what needs to be added or improved.
Fewer repeat questions for your team.
Better answers for your Tribes.
A Knowledge Base that gets more useful as you go.
Quick Gorilla Dash Guide
Use Knowledge Gaps to eliminate frequent support questions
See what your Knowledge Base is missing. Knowledge Gaps helps you spot questions that could not be answered using your existing Knowledge Base.
Here is how it works:
From your organizational dashboard, click on 💡 Knowledge Gaps from the left-side menu.
If more than one ticket asks about the same thing, you’ll find either a suggestion for a New article or an opportunity to Improve article. The latter option will add more information to existing articles.
Open a Knowledge Gap to see how many tickets that prompted the suggestion. If the same question keeps appearing, that is a good sign your Knowledge Base needs a clearer answer.
Review and edit the suggested content before adding it to your Knowledge Base. AI can help build or improve an article. Your team still knows the franchise best, so give the content a check before it goes live.
Keep an eye on what people are asking. Knowledge Gaps is not only about fixing one ticket. It can show you where your Tribes need clearer information across the network.
Fewer tickets. Better answers.
Every question your Knowledge Base can answer is one less question your team needs to handle manually.
That means faster support for your Tribes, fewer repetitive tasks at franchise level and more time for the work that actually needs a human.
As the AI support tools continue to roll out, franchises will also have control over whether the automated functionality is enabled.
Give Knowledge Gaps a look, and see what your support tickets have been trying to tell you.
If something is not working as expected, or you have feedback on how the tools could work better for your franchise, let us know.
Keep the answers flowing and Gorilla Dash growing.
Daniel Norton
Email Daniel@gorilladash.com
Disclaimer:
If any facts in our articles are incorrect or you would like an article removed please email us at news@gorilladash.com.