Spoke is an automated, help desk assistant powered by artificial intelligence (AI), providing organizations with a self-service platform for ticketing and knowledge management in a tightly-integrated package. The platform gives support teams in any type of organization a single location to manage employee requests using a friendly chatbot to automatically respond to questions on Slack, web, email, and SMS.
Spoke helps facilitate and streamline ticketing processes using AI to find the correct, relevant answers for employees, providing support teams with interruption-free time to work on projects and get things done. Users can file requests through Slack, SMS, email, or via the web. When asked a question, Spoke will either answer it on the spot, or route the request to the relevant department. Because Spoke is powered by artificial intelligence, it gets better at answering questions on its own through machine learning. The knowledge base keeps track of all kinds of useful information automatically, and employees can add items to the knowledge base as their questions get answered.
Users are able to create new teams in order to stay organized, select team names and colors, and provide specific members with permissions to create, edit, and delete the team’s resources. Incoming requests can be automatically assigned to team members, or set as private. Support team members can view all their assigned requests within the inbox, and will also be notified of new requests via email. Users can check their team’s metrics by accessing the expanded view to see average resolution times, average response times, how many requests are still open, and more.
Software by Spokewww.askspoke.com