AI Initial Proposal

An internal starting point for new tickets.

AI Initial Proposal creates an internal proposal from the original customer request. With attachment processing configured through Chat Data, supported documents and images can also be included. Agents receive suggestions for initial checks and focused follow-up questions.

Request a demo →View the interface ↓

Give a new case a useful starting point.

A customer reports a problem. Before asking the first follow-up question, the assigned agent needs to understand the issue and decide where to begin. AI Initial Proposal prepares a first proposal from the original request.

It is saved as a separate internal article in the same ticket. The agent reads it alongside the customer’s message, assesses the suggestions and chooses the next steps. This is useful for recurring questions and issues an agent has less experience with.

AI Initial Proposal · IN USE

The initial proposal appears as an internal ticket note.

The customer’s request remains in place. An additional internal article gives the agent a starting point for investigation, recorded in the same case for the support team.

◕ ZnunyDashboardTicketsFAQAF

Ticket#10428 · External access fails after an update

BackMark as seenPriorityCommunication

ARTICLE OVERVIEW

AI Initial ProposalInternal

External access fails after an updateEmail

ORIGINAL CUSTOMER REQUEST

Since yesterday’s client update, I cannot sign in from outside the office. Login still works on the company network. What should we do next?

AI Initial Proposal INTERNAL ARTICLE

Starting point for investigation: The request describes different results on the company network and externally. First establish whether this affects one device or other users too.
Focused follow-up: Which client version is installed? What exact error message appears when signing in externally?
For the agent: Compare these suggestions with the request and ask for the missing details in the first reply.

Illustration using fictional support data. The interface and output are simplified for explanation.

AI Initial Proposal · ATTACHMENT CONTEXT

Use information from attachments too

With configured Chat Data attachment processing, supported documents and images from the original customer request can inform the initial proposal. A suitable model can extract screenshot text or consider visible damage.

CUSTOMER REQUEST

Our machine no longer starts. We have attached a connector photo and the remote-support identifier.

Attachment: connector.png · schematic example

TeamViewer · exampleSession identifierDEMO-4827Fictional identifier, not a real session

INTERNAL INITIAL PROPOSAL · EXAMPLE

Combine information from the request

Image observation: The illustration shows damage to the connector. Check its condition and the required replacement against the documentation.
Identifier from the screenshot: DEMO-4827 · confirm with the customer before use
For the agent: Review the image observations and extracted information before using them in the case.

Fictional example. Attachment processing requires the configured Chat Data integration. Document and image interpretation depends on the chosen model and approved files. The agent reviews the results.

VALUE FOR YOUR TEAM

Start investigating with a concrete proposal.

Understand the request

A first proposal helps the agent decide which suggestions apply to the reported issue.

Ask focused questions

When details are missing, the proposal can suggest relevant follow-up questions for the first reply.

Use company knowledge

Approved knowledge sources in Chat Data or Chatbase can support the proposal, including service guides and known solutions.

HOW YOUR TEAM USES IT

From the incoming request to the first response.

1
A new request arrives and the workflow configured for your support process starts proposal generation.
2
Zai-LLM processes the original request and saves the result as an internal ticket article.
3
The agent reads the customer request and proposal, reviews the suggestions and decides on the first question or action.

The agent reviews the internal proposal, adds their assessment and writes the customer reply. An automatic customer response can be configured as a separate workflow.

Before production use, test the add-on and chosen settings in your Znuny test environment and obtain internal approval. Setup and testing assistance is available on request.

AI Initial Proposal

Let’s look at your use case.

Tell us your Znuny version and the task you want to improve. We will demonstrate the relevant module and discuss your rollout.

Get in touch →