Automate your support ticket triage with the power of AI
Swiftask integrates with Aidbase to automatically analyze and classify every incoming ticket. Your human agents receive qualified, prioritized tickets ready for action.
Result:
Drastically reduce initial response time and eliminate time-consuming manual sorting tasks.
AI Agents
aidbase
Connector aidbase · Secure OAuth 2.0
Manual ticket triage slows down your support team
Facing an increasing volume of requests, manual triage becomes a bottleneck. Your agents waste precious time reading, categorizing, and assigning tickets, delaying critical issue resolution.
Main negative impacts:
Increased response time
The delay between ticket receipt and handling by the right agent harms customer satisfaction.
Routing errors
Incorrect categorization leads to unnecessary internal transfers, increasing overall resolution time.
Agent cognitive overload
Your support teams handle repetitive administrative tasks instead of focusing on complex resolutions.
With Swiftask and Aidbase, your AI agent instantly analyzes the content, sentiment, and urgency of each ticket. It tags and routes them to the correct queues automatically.
BEFORE / AFTER
What changes with Swiftask
Without Swiftask
A ticket arrives in Aidbase. An agent must read it, identify the issue, choose the category, set priority, and assign it manually. If the agent is away, the ticket sits idle.
With Swiftask + Aidbase
As soon as a ticket arrives in Aidbase, the Swiftask AI agent analyzes it in real-time. It applies category tags, sets priority, and assigns the ticket to the competent agent or group. Support is ready to act instantly.
Configure your automatic triage in 4 steps
1
STEP 1 : Create your AI agent in Swiftask
Define your AI agent's triage rules (e.g., detect urgency, identify product).
2
STEP 2 : Connect your Aidbase account
Use our secure connector to link Swiftask to your Aidbase ticket streams.
3
STEP 3 : Define categorization rules
Teach the agent how to classify tickets according to your specific business processes.
4
STEP 4 : Activate the workflow
Launch the automation and monitor performance via the Swiftask dashboard.
Key features of AI triage
The agent analyzes: customer intent, language, sentiment, criticality, technical keywords.
- Target connector: The agent performs the right actions in aidbase based on event context.
- Automated actions: Automatic tagging, dynamic prioritization, routing to the right groups, automatic replies to simple questions, alerts on critical tickets.
- Native governance: All triage logs are kept in Swiftask for continuous improvement of your rules.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-aidbase@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Why automate your triage?
Faster customer response
Urgent tickets are identified immediately.
Increased productivity
Your agents only handle qualified tickets.
Standardization
Triage is consistent, without human error.
Scalability
Handle volume spikes without hiring.
Better satisfaction
Fast resolution improves the customer experience.
Security and compliance
Swiftask applies enterprise-grade security standards for your aidbase automations.
- Secure authentication: Secure API connection between Swiftask and Aidbase.
- Data privacy: Your customer data is processed with strict security standards.
- Full audit: History of every triage action for compliance.
- Total control: You maintain control over automation rules.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your operations
| Metric | Before | After |
|---|---|---|
| Manual triage time | 2-5 minutes per ticket | Instant (< 5 seconds) |
| First response time | Several hours | 60% reduction |
| Routing errors | 15-20% | < 2% |
Take action with aidbase
Drastically reduce initial response time and eliminate time-consuming manual sorting tasks.