Proto resolves customer cases with AI for mediation, summaries and emails.
Create tickets automatically with auto-populated fields from AI and live agent chats.
Automatically escalates unresolved or high-priority tickets based on predefined rules, ensuring timely response and issue resolution without manual intervention.
Use and customise HTML template responses for consistency and efficiency in communication.
Locate and manage chats efficiently with search options and filters.
Easily associate the source of a ticket with the particular chat from which it was escalated.
Manage and respond to ticket updates directly in platform, thanks to seamless integration with your company's email system.
Auto-generate chat summary that captures key issues, actions, and outcomes to streamline reviews and handovers.
“We now engage over 150,000 patients annually through AI, with 70% of enquiries handled without human intervention. Proto helped us build that as a permanent capability, not a pilot.”
Employ tags and tag groups to categorise and organise tickets, aiding in management and reporting.
Define and customise ticket statuses to accurately reflect the lifecycle of audience issues.
Export data directly from the platform, facilitating ease of external reporting and analysis.
Refer and assign tickets to third-party agents or external teams while maintaining the ability to track all communications within the system.
Proto offers ticketing metrics within the Analytics module, available on all plans.
Yes, Proto offers APIs that can be used to pull or push information from and to Proto to other systems.
Tickets can be created automatically by your AI agents within configured workflows, or by your live agents. Live agent can create a ticket from scratch, or make one from an existing livechat. You can also connect your team’s mail boxes so tickets are created automatically whenever you receive an inbound email.
