Repetitive requests
Identify recurring questions, information gathering or simple follow-up that can be handled within an agreed scope.
Aim: an automated path with a handover for exceptions. Measure resolutions without rework and escalations.
Talk to an expertFRAI & Automation / CX & Tech expertise
Less repetitive work.
More control over customer service.
We design automation, AI use cases and integrations that simplify request handling within your tools and processes.
Talk to an expert
Zendesk Advanced PartnerPartner since 2023 · Advanced since 2025
Customer request · email, ticket, chat, call context
↓
Understand & qualifyIntent · context · priority · business rules
↓
Eligible requestAutomated resolution within the agreed scope
Review or exceptionAgent assistance or human handover
↓
Zendesk ↔ CRM ↔ business tools
Measure, review and improve
Scope depends on your processes, licences, permissions and available connectors.
Start with the work
A task to simplify. The right mechanism to choose.
Sometimes a rule is enough. Other cases need request understanding, agent assistance or several connected tools. We choose the technical response around your processes, data and required level of control.
Operational use cases
What changes in everyday work.
Illustrative scopes to adapt to your context. The benefits below are objectives to verify, not claimed client results.
Qualification & routing
Identify the reason for contact, collect useful details and send the request to the right group.
Aim: better-prepared requests. Measure reassignments and qualification corrections.
Agent assistance
Help agents understand tickets, find knowledge and prepare the next response or action, including with Copilot.
Aim: less time spent searching across sources. Measure handling time and corrections to suggestions.
Knowledge
Structure Guide and supporting documentation, identify gaps and define what agents or AI can use.
Aim: a maintained source of truth with clear owners. Measure unanswered questions and content quality.
Cross-tool workflows
Trigger an action, share a status or enrich a ticket from a CRM or business tool, subject to API capabilities.
Aim: defined, traceable data flows. Measure manual steps and synchronisation failures.
Opportunity prioritisation
Review contact reasons, volumes, exceptions, data and constraints before choosing automation or AI.
Aim: a realistic scope and prioritised roadmap. Compare expected value, effort and feasibility.
Zendesk / From workflows to AI
Three approaches. Distinct roles.
Automation: execute a rule
Defined condition → trigger or automation → expected action. Fields, views, macros and routing form an explicit, documented and tested process.
Zendesk Copilot: assist an agent
Ticket context + knowledge and procedures → suggested response or next step, with the appropriate human approval.
AI Agents: handle an eligible case
Understand the request → respond or act within scope → hand over to a person when needed. Reliable sources and clear boundaries are essential.
These are operating principles, not reproduced interfaces. Availability depends on licences, options and your environment.
Explore our Zendesk expertiseAircall / Zendesk / CRM / Business tools
The right information in the right place.
A call, a ticket and a customer record often relate to the same need. We define the useful links and authorised actions between them.
Call context
Connect useful call information with follow-up in Zendesk.
Customer information
Bring relevant CRM information into the handling process.
Business actions
Share a status or trigger an authorised action in a business tool.
Each flow specifies source, destination, permissions, direction and error handling. A connection does not imply synchronising all data.
Explore AircallCustomer request · email, ticket, chat, call context
↓
Understand & qualifyIntent · context · priority · business rules
↓
Eligible requestAutomated resolution within the agreed scope
Review or exceptionAgent assistance or human handover
↓
Zendesk ↔ CRM ↔ business tools
Measure, review and improve
Scope depends on your processes, licences, permissions and available connectors.
Our approach
From use case to a tested process.
- 01Opportunity map
Identify
Review tasks, contact reasons, rules and exceptions.
- 02Scope and success criteria
Prioritise
Balance expected value, feasibility, data quality and effort.
- 03Documented architecture and scenarios
Design
Define workflows, integrations, knowledge and handovers.
- 04Acceptance testing and team support
Deploy & test
Configure and check standard cases, errors and transfers.
- 05Follow-up and an improvement roadmap
Measure & improve
Compare with the baseline, investigate differences and adjust.
Responsibilities, approvals and human handovers are defined before launch. Deployment can start with a limited scope and expand according to observed results.
Zendesk & AI audit
Know where to act before you automate.
Already running Zendesk? Our audit reviews configuration, workflows, knowledge, reporting and AI opportunities to build a prioritised action plan.
A paid service quoted to scope. Approximately 15 pages of analysis and practical recommendations, usable by your teams independently of any further engagement.
Explore the Zendesk & AI audit
Before we start
Your questions, answered.
Do we always need AI to automate support?
No. A routing rule, trigger, macro or integration may be enough. We start with the task and choose the appropriate mechanism.
How do Copilot and AI Agents differ?
Copilot supports agents in their work. AI Agents can handle suitable customer conversations directly within a defined scope. Knowledge, handovers and available licences are assessed before deployment.
Does our knowledge base need to be ready?
Reliable, current and structured content is essential for knowledge-based use cases. We identify gaps, reference sources and update responsibilities.
Can you connect our business tools?
We assess connectors, APIs, permissions and available data, then define feasible flows, directions and error handling.
How do we stay in control?
Eligible cases, exclusions, approvals and human handovers are defined before launch. Testing covers both normal cases and exceptions.
What results can we measure?
Depending on the use case: handling time, reassignments, qualification corrections, resolutions without rework, escalations and synchronisation failures. We compare against a baseline, without promising a universal rate.
Can we start with a Zendesk & AI audit?
Yes. This paid service is quoted to scope and provides approximately 15 pages of analysis and a prioritised action plan. Your teams can use the recommendations independently.
Your next step
Start with what slows your customer service down.
A repetitive task, routing to improve or tools to connect: tell us about your context so we can define the next step.
Talk to an expertAn initial conversation, with no obligation.