Generative AI
Boost agent productivity with a suite of generative AI-powered text creation and editing tools.
Generative AI automates routine agent tasks
Save time on daily tasks with generative AI-driven features that assist agents with routine text-based tasks. Remove friction across the ticket lifecycle—simplifying customer communications, ticket summarization, knowledge capture, and more.
Generative-AI-driven productivity tools.
Hornbill generative AI tools help service and support teams work faster, smarter, and more efficiently.
Embedded directly into the Hornbill platform, HAi features automate content creation, ticket summarisation, knowledge generation, resolution suggestions, and text enhancement.
The result is faster resolutions, improved self-service, reduced workload, and more time for innovation and high-value work.
Hornbill creates capacity so our team can focus on more added value work which contributes to strategic objectives.”
★★★★★
Hornbill Generative AI features
Automatic creation and modification of text content
Improve text content across Hornbill with automatic generation, checking, shortening, listifying, and tone changes. Available anywhere you can post text or comments.
Features:
- Ask HAi – Get step-by-step solutions to common issues.
- Change tone – Choose from 4 different tone options to apply to content.
- Improve text – Better grammar and clarity improves communication.
- Shorter text – Save time for people consuming and reviewing text content.
- Listify – Turn text blocks into step-by-step lists to accelerate outcomes.
Create a new knowledge article from a simple prompt
Agents and Knowledge Managers can create simple step-by-step how-to guides to cover common issues. Save time creating and finding knowledge.
Features:
- Automatically create and transform knowledge articles to grow and improve your knowledge base.
- Create an article to solve a common issue in seconds.
- Change the tone of new and existing knowledge content to suit different audiences.
- Shorten and listify articles to make them more efficient – save time when knowledge is consumed.
- Create technical knowledge articles for agent use and non-technical articles for end users.
- Create a knowledge article directly from an existing request timeline post.
Automatically generate user-friendly how-to guides from ticket records
Presents a resolution in a non-technical tone for service consumers to self-solve.
- Automatically generate a user-friendly how-to article from a post in a ticket timeline.
- Or simply paste a block of text into the Incident Resolution box and click Suggest Resolution to generate user-friendly content.
- Save time writing user-friendly how-to content.
- Empower end users to self-solve more issues - reducing inbound calls.
Summarize a request/ticket at the click of a button.
Auto-generates a summary of a record for quick handover to another agent, team or manager. One less task for your agents.
- One-click summarization of ticket details and actions.
- Clear summary enables rapid handover.
- Can be used on service request, incident, problem and change records.
- Allows editing before saving.
Hornbill AI Lab
Our AI Lab is distinct from our main development team. It is 100% focused on building new AI-powered functionality - with no technical debt, refactoring, bug fixes, or patches to distract from innovation. The AI Lab team's mission is to inject AI power into every aspect of Hornbill to transform service experiences and service operations.
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