Boost your customer support with Needle and Swiftask AI
Swiftask connects your AI agents to Needle. Your support team instantly accesses relevant information from your knowledge base to resolve tickets faster.
Result:
Reduce ticket resolution time while improving the accuracy of responses provided to your customers.
AI Agents
needle
Connector needle · Secure OAuth 2.0
The challenge of finding information in customer support
Support teams waste valuable time searching for answers across scattered documents, outdated wikis, or unstructured PDF files. This inefficiency slows down ticket resolution and frustrates customers.
Main negative impacts:
High response time
Manual searching through unstructured knowledge bases significantly increases ticket processing time.
Inconsistent answers
Without a single source of truth, agents risk providing conflicting information, damaging brand image.
Cognitive overload
Agents are overwhelmed by the amount of documentation to master, increasing error risk and turnover.
The Swiftask + Needle integration allows your AI agents to instantly index and analyze all your documentation. Your advisors get precise, source-backed answers in seconds.
BEFORE / AFTER
What changes with Swiftask
Traditional manual support
A customer asks a complex question. The agent searches the wiki, opens three PDFs, checks email history. The customer waits on hold while the agent tries to synthesize the found information.
Augmented support with Needle
The agent asks the Swiftask AI assistant. Needle queries the document base and provides a synthesized answer with exact sources. The agent validates and sends the answer instantly.
Deploy your support assistant in 4 steps
1
STEP 1 : Connect your sources to Needle
Centralize your manuals, FAQs, and technical documents within Needle to create an indexable knowledge base.
2
STEP 2 : Link Needle to your Swiftask agent
Configure the Needle connector in Swiftask to enable your agent to access the indexed data.
3
STEP 3 : Define response instructions
Configure the tone and format of the desired response to ensure a customer experience aligned with your standards.
4
STEP 4 : Integrate with your ticketing tool
Activate the agent in your support interface to assist your advisors in real time.
AI capabilities for your customer service
The agent analyzes ticket context, extracts keywords, and queries Needle to find the most relevant solution based on official documents.
- Target connector: The agent performs the right actions in needle based on event context.
- Automated actions: Multi-document semantic search. Automatic synthesis of complex answers. Source citations for verification. Real-time information updates.
- Native governance: Swiftask ensures the agent only answers based on your documents, limiting the risk of hallucinations.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-needle@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.
Benefits for support performance
Faster resolution
Drastically decrease ticket processing time thanks to instant access to information.
Consistent response quality
Ensure every customer receives a precise answer based on company-validated documents.
Accelerated onboarding
New agents become operational much faster thanks to permanent AI assistance.
Reduced stress
Remove the pressure of information searching so agents can focus on empathy.
Continuous improvement
Identify gaps in your documentation through recurring questions not solved by the AI.
Customer data security
Swiftask applies enterprise-grade security standards for your needle automations.
- Restricted access: Your documents in Needle remain private and are used only to power your agent.
- GDPR compliance: Swiftask ensures your data processing follows the strictest security standards.
- Full traceability: Every generated response is tracked with the sources used, allowing for easy auditing.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Measurable support performance
| Metric | Before | After |
|---|---|---|
| Average Handling Time (AHT) | High (manual search) | Reduced by 40% on average |
| Response accuracy | Variable | Consistent and sourced |
| Customer satisfaction score | Standard | Noticeable increase |
Take action with needle
Reduce ticket resolution time while improving the accuracy of responses provided to your customers.