AI Agents for Support Ticket Triage and Response

Automate ticket triage and accelerate responses with AI agents that classify issues, suggest accurate replies, and keep agents in control.

 

API

Our powerful API lets you deliver Embrace to a user experience you control while tapping into Embrace’s AI and the content you choose on the backend. Multiple customers have put access to Embrace product support within their digital products using our API.

Slack or Teams

Many Support teams live in messaging applications. We’ve built an Embrace App so that employee users can tap into Embrace via Slack and MS Teams.

AI Chatbot or Embeddable widget

We have a configurable chatbot as well as an embeddable widget that can fit on your digital properties. You can see the widget in action on our Embrace.ai homepage in the upper right.

Ticketing Environment

We have apps that are built to deploy within your Zendesk ticketing or Jira Service Management deployments. Your Support techs can stay inside those ticketing environments and use the Embrace app to help generate and review ticket responses, dramatically speeding up their workflows.

AI-Driven Ticket Triage Inside Your Support Workflow

Effective triage and response depend on reliable knowledge. Embrace continuously ingests and maintains your support content so AI agents generate accurate, context-aware ticket responses.

As knowledge changes, AI agents adapt automatically—ensuring responses stay aligned with current policies and products.

Simplify Data Access with Pre-Built Connections

We have a growing set of pre-built source integrations so you can tap into multiple sources simultaneously. Pre-built integrations include: Confluence, Zendesk, Guru, Notion, Google Drive, and Microsoft OneDrive.

Compatible with a Wide Range of Files

Digest a wide range of file types including word, PDF, PPT, XLS, public web content, MP4, WAV and more.

AI Agents That Triage, Assist, and Escalate Intelligently

Configure AI agents to classify tickets, draft responses, and escalate complex or sensitive cases to human agents.

Embrace’s AI agents are designed to enhance—not replace—support teams, balancing automation with accountability and human judgment.

Create and Publish Custom AI Agents

Admins can now create and publish agents for a variety of purposes. Our Agent capabilities allow for detailed instructions, the capture of brand tone and voice, structure and format guidance for specific deliverables and more.

Fine-Tune Embrace for Your Needs

Additionally, Embrace delivers automated sentiment scoring. You can get a read on customer hotspots as well as sentiment trending over long time horizons.

Improve Triage Accuracy with Ticket Insights

Analyze ticket topics, urgency patterns, and customer sentiment to understand where triage succeeds and where improvements are needed.

These insights help support leaders continuously refine ticket routing and response strategies.

Identify Trends and Content Gaps

Embrace’s technology provides analytical insights about both the common topics that are coming up AND the areas where you may have content gaps. We give visibility on an aggregated basis across thousands of prompts over varying time horizons and also let you zoom in on particular areas of interest.

Fine-Tune Embrace for Your Needs

You want Embrace to speak in a way that accurately reflects your company and your specific use case. Manage that yourself so you can quickly test, tune, and deploy.

Different functional areas at your company can benefit from the insights:

Support and Customer Success

Identify where your teams need to be the most aware.

Knowledge Managers

Quickly learn where content gaps exist so you can fill them.

Marketing

Bolster content on your website and elsewhere about commonly asked themes.

Product

Gain insight into common challenges with your solutions that can potentially be addressed with future product efforts.

Sales

Help inform your field on common questions and make sure they’re fully enabled.

Security & privacy​

Secure, Governed AI for Ticket Triage and Response

Security shield icon with SOC 2 Type II certification logo for enterprise compliance
SOC 2 Type II certified

Independently audited for enterprise-grade protection.

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Privacy policy
Your data stays yours

Business content is never used for AI training.

Role-based permissions

Advanced access controls and data governance for secure content management across teams.

FAQ

Common questions from support leaders

AI agents for support ticket triage and response automatically categorize incoming tickets, prioritize urgency, and assist agents with drafting accurate replies.

By analyzing ticket content, historical data, and knowledge context, AI agents route tickets more consistently than manual processes.

No. Embrace’s AI agents assist with triage and response, while humans remain responsible for decision-making and customer communication.

Yes. Embrace integrates directly into support workflows, allowing teams to deploy AI agents without changing tools.

Ready to experience AI-powered customer self service?
Ready to experience AI-powered customer self service?

In 30 minutes you’ll get an overview of the Embrace solution, leveraging your company’s public knowledge assets.

See Embrace in action