What is Ember?
Ember is an AI-powered customer service solution crafted by Kanerika, designed to easily connect with your existing helpdesk and knowledge management systems like Zendesk through secure API links, eliminating the need for any alterations to your platforms. It excels at sorting incoming queries from emails and chats by analyzing their subject matter, intent, and urgency. Leveraging your current knowledge base and past ticket information, Ember produces responses that are attuned to the context of each inquiry. High-confidence queries are handled automatically, while more complex or sensitive matters are routed to the right human expert, who receives the complete conversation history for better context. Each resolved case is summarized in a structured format, which assists in monitoring response times and identifying trends within reporting metrics. Furthermore, Ember operates within your own infrastructure to ensure that customer data remains secure and confined to your environment. Organizations can customize escalation processes, establish confidence levels, and define auto-resolution criteria according to their unique requirements. This level of customization enhances the customer service experience, allowing it to adapt to the evolving needs of your team while maintaining high service standards. As a result, Ember not only improves efficiency but also fosters better customer relationships through timely and relevant support.
Integrations
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Company Facts
Company Name:
Kanerika
Date Founded:
2015
Company Location:
United States
Company Website:
kanerika.com
Product Details
Deployment
On-Prem
Training Options
Not Offered
Support
Web-Based Support
Product Details
Target Company Sizes
Individual
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
Target Organization Types
Mid Size Business
Small Business
Enterprise
Freelance
Nonprofit
Government
Startup
Supported Languages
English