ThinkOwl’s AI Wizard: Intelligent Mechanism to Simplify Customer Case Management


Artificial Intelligence (AI) is a reality for many businesses, allowing them to take on complex issues with human-like problem solving.

More and more enterprise brands are switching to AI to enable streamlined operational processes in their business ecosystem. And why not? AI is an apt technology available today to enhance efficiency and productivity.

It is important to mention that the human factor will always be the key stakeholder for a business. In contrast, AI is only meant to supplement and assist humans. It is not meant to replace them.

ThinkOwl’s AI Wizard is built following this logic – the core objective of this technology is to deploy intelligent mechanisms in handling customer cases and also to supercharge customer support.

What is Customer Case Management?

Case management is the process support centers utilize to resolve, handle, and route customer inquiries or complaints. Usually, it is a collaborative engagement between service agents and customers, backed by robust technology, information, and rich data sets. Proper case management results in better customer satisfaction, thereby enhancing brand loyalty.

Let’s explore some of the key aspects of ThinkOwl’s AI Wizard.

Application of AI in Case Management

AI enabled Customer Case Management


As your business grows, you tend to receive a myriad of customer inquiries/complaints from various communication channels. Managing the mountain of cases can be exhausting at times in a demanding support environment. It places an immense load on the workforce and simultaneously requires constant diligence.

To ease the process, AI Wizard plays an important role — an embedded technology within the ThinkOwl Helpdesk Software that observes how your team resolves cases and learns from their decisions. After observing multiple cases, the AI Wizard provides smart suggestions for efficient case management.

Automatic Case Categorization

When a support ticket appears on your help desk, it needs to be processed, classified, and assigned to the correct team member. This would either be manual, which involves reading the tickets and manually categorizing them. Or it could be automatic which involves setting up predefined rules within the system.

The intelligent classification engine within ThinkOwl gets into the action as soon as the cases float in, where it classifies them into a set of predefined categories when all users have a common agreement based on the context of the case message. For example, "Billing" is a correct category only when the customer message signifies any relevance to billing, and all users independently understand and classify it as such.

How does AI Wizard contribute to the smart categorization of customer cases?

  • The system functions around the clock 24/7, allowing you to sort inquiries quickly.
  • Tags hundreds of support tickets with precision in seconds.
  • Detect issues promptly that require immediate attention.
  • Enables routing functionality by topic or theme, ensuring that each case is directed to the right service agents.
  • Saves time with smart automation and improves agents' productivity.
  • Minimize the issue of burdening teams with tedious and repetitive tasks.

Intelligent Suggestions

ThinkOwl AI Wizard provides effective suggestions to customer case management. And for the Wizard to begin providing suggestions, the correct resources must be quickly configured and activated in ThinkOwl's desk settings.

Your desk must already have these two entities pre-configured:

— Smart responses relevant to your business, and
— Knowledge articles and files, relevant to your customer conversations.

These can be set up in your ThinkOwl account by a user who has access to this module.

Data Extraction

ThinkOwl allows you to add Custom Fields to customize the data extraction system and meet your business requirements. It comes with predefined formats to ensure that all the data fed into the system are uniform.

The AI Wizard automatically extracts important data from case messages or subjects and begins learning from the information that you manually insert in these fields. Eventually, the module automatically populates these fields with relevant data that would otherwise be captured manually.

Route Cases

ThinkOwl AI Wizard employs matching and assignment rules for customer service cases that fulfill particular criteria.


The AI routes these cases to support agents determining how and by whom support inquiries are to be handled based on the precise circumstances of each case resolved. For those who have worked on similar cases before, tickets are being routed to them automatically. 


In addition, cases can be reassigned to other agents based on completely customizable conditions. And when a case rule is triggered, the AI System notifies users, assigns follow-up tasks, and reassigns the cases for resolution.


Also Read: AI Helpdesk Software is The Backbone of Service Companies. Know Why!


How Does the AI Wizard Work?

How does Artificial Intelligence (AI) Work?


AI Wizard learns from your actions every time you manually handle a case. It intercepts any categorizations you have made, suggests the best ways to update them, and learns from your choices.

To help the users resolve cases more quickly, efficiently, and consistently, the AI makes the best possible recommendations, constantly records the user's previous actions as events, and utilizes them as training datasets for new suggestions.

Data Sets are a Goldmine

Artificial Intelligence is primarily data-driven, where the quality and relevancy of these Data directly affect the goals of the AI model. Incomplete or inaccurate data sets might not suffice the business objectives you are trying to achieve. Thus, choosing the correct data helps to get accurate results.

For instance, the clearer the meaning of a category or the usage of a knowledge article in the context of the customer message, the better is the possibility for AI models to operate.

Training Data Sets

A small number of data sets are usually required to train machine learning algorithms to facilitate proper decision-making.

The more you feed quality data into the system, the success rate would be higher. As you handle cases ThinkOwl’ AI Wizard observes and asks questions to learn:

  • how you classify a case based on customers’ message
  • which Knowledge Articles are used to respond to customers
  • what type of data is frequently captured from a customer's message
  • how are Smart Responses utilized to send speedy responses
  • which users or service agents deal with a specific type of cases

After learning all this information, the AI module populates meaningful results in the overall case management process. This means that even before you open a case it is already assigned a category; intelligent fields auto-extract data that users typically record; useful knowledge articles and smart responses are already suggested for you.


Also Read: AI, Robots and Knowledge Workers: The future of the workplace


To concludeThinkOwl’s AI capabilities consist of intelligent case categorization, data extraction, smart routing, which facilitate efficient case handling, decreased turnaround time, and enhanced customer experience.

The best part – any business organization catering to any industry that wants to build a world-class customer support ecosystem can use ThinkOwl. A win-win helpdesk platform for both customers and support centers!

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