Self-categorization isn't just for organizing tickets. When used effectively, it serves as a tool for triage, builds trust, and enables automation for support teams.
Othman, a customer service agent at Octopia, explains how Klark centralizes all its tools in Zendesk: automatic translation of entire conversations, tailored responses, and considerable time savings.
A co-pilot helps a human agent respond more effectively. An agent operates more independently. The real distinction lies not in the vocabulary, but in the level of context, safeguards, and acceptable autonomy in production.
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