Ticket submitted: Usually via chat box, a user will ask the bot a question about a particular issue they are having.

‍Categorisation: Once the bot receives the query, it applies tags such as ‘billing’, ‘account’, or ‘technical’ based on the customer’s responses within CTAs or form fields.

‍Response: If the query is something that is frequently asked by users, the AI bot can provide an instant answer based on the information it was fed when it was created.

‍Escalation, if needed: When a query goes beyond what the AI can resolve, users are given the option to escalate via a CTA within the private ticket thread. Once escalated, human agents can review the full conversation history to provide a tailored response.

‍Tracking and resolution: Progress, be that from AI or human support, is logged so there is a source of truth available until the ticket is closed.

Mava’s ticket bots integrate directly into the community platform, meaning that users never need to leave Discord or Telegram to get the answers they need.

The elements that make up today’s ticket bot have the power to transform the way businesses not only deal with customer issues but also their entire operation.
‍
Multi-platform compatibility
‍It's important to go where your community already is, and with a solution like Mava to hand, you can offer scalable support across the most popular community platforms.

‍AI-powered responses
‍Reduce support agents’ workloads by letting AI handle the routine queries that, while important, take up too much time for what they answer.

‍Private ticket threads
‍Queries are answered privately, meaning any sensitive information about accounts or payments is kept as such.

‍Automated tracking and numbering
‍Every ticket is tracked and logged, meaning no query goes unanswered, and the data these provide can also be used by businesses to further enhance their service.

‍Analytics dashboards
‍See how effective your customer support is. Easily view response times and glean satisfaction insights, allowing you to take proactive decisions to tweak your AI ticket bot.

‍Seamless integrations
‍Create rich support workflows by integrating the ticket bot into CRMs and other project management tools.

While Discord and the like were once just used for those in the gaming community, these channels are now used by people across a number of different sectors. With the help of an AI ticket bot, they can become very quick and versatile ways of satisfying customer queries.

Creator Communities
‍Influencers and creators can use ticket bots to handle merchandise queries, as well as offer membership support and provide information about upcoming events by simply feeding the AI ticket bot the necessary information.

SaaS and Startups
‍New startups may not have the people power to deal with onboarding users or resolving account issues. A simple installation of Mava’s ticket bot can handle all these routine queries, leaving company leaders to grow the business.

Gaming Servers
‍AI ticket bots can help manage high volumes of queries which may come through during the launch of a new game or after an update has occurred.

VIP Support
‍Bots can be used to offer a premium service to VIP members regardless of the sector. Users can log on and enjoy faster routing and personalised care from AI bots that have been fed a wealth of information about the business’s services.

Mava is an affordable, scalable support solution that works within Discord, Telegram, and Slack to help your business maintain a high level of support without the need to put additional pressure on staff or invest in increasing headcount.

Traditional ticket bots are often single-platform focused, regurgitating rigid responses and not learning from the interactions they have with your customers. Mava learns from your existing resources, allowing it to automatically provide answers with greater context and insight.

Before AI bots, human agents had to manually identify which tickets required escalation. With Mava, users can seamlessly escalate their ticket through a CTA if they still need help after receiving an AI response. This ensures the right conversations reach human agents, who can step in with full context and deliver a precise, informed resolution.

Mava’s back-end analytics are far superior to those of a traditional ticket bot, too. As well as showing performance, its insights help businesses understand where they can proactively improve their customer service.

All in all, Mava is the only AI ticket bot that businesses operating across popular community channels need.