Tonkean Platform - Request Auto-Handling and Deflection

Request Auto-Handling and Deflection

Harness AI and smart orchestration to field plain-language inquiries across email, Slack, Microsoft Teams, and custom portals. Swiftly answer questions, automate basic tasks, route to relevant workflows, and deflect requests that don’t meet predefined criteria.

Answer basic questions from your knowledge base

Features

Answer basic questions from your knowledge base

Stop answering the same questions over and over (and over) again, and get back to the more impactful work. Quickly provide answers to frequently asked questions directly from your knowledge base.

Automate responses to common questions, saving time and resources.
Integrate seamlessly with your existing knowledge bases and documentation.
Enhance user satisfaction with instant, accurate information.

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Features

Generate documents automagically

Create standard documents from templates and personalize them on the fly. Enable self-serve execution of contracts such as NDAs, SOWs, and conflict data, enriched with data from across your tech stack.

Use dynamic templates that adapt to user requirements.
Automatically populate documents with relevant data from your application ecosystem, from CRM to ERP and beyond.
Utilize smart fields and conditions to adhere to compliance standards.

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Features

Deflect based on business logic

Intelligently decline requests that don’t align with your policies or processes, sparing your team from manual evaluations. Tonkean’s AI Front Door uses custom business logic to instantly determine whether a request meets predefined criteria.

Deliver immediate responses to non-qualifying requests, based on attributes like requester role/department, budget availability, or timeline.
Track and analyze deflected requests in a centralized dashboard.
Define rules for “hard deflections,” as well as “soft deflections” wherein the requester is given an option to escalate.

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Features

Triage and route to the right workflows

Help requesters navigate to the right intake workflows with a simple experience that improves process adoption.

Automatically categorize and triage unstructured requests in accordance with policies and processes.
Transition requesters into guided intake flows that minimize friction and capture all essential inputs.
Provide users with real-time transparency into their requests with status tracker views and chat interactions.

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