Line Carrier’s AI Development, Part 2: An AI-powered Ticketing Assistant in Line Carrier’s Ticketing System

An AI-powered ticketing assistant helps customer service teams resolve tickets faster without compromising quality. In customer service communication, speed and quality often compete. At the same time, you’re expected to respond quickly—while still being personal and knowledgeable. Line Carrier’s AI assistant for the ticketing system is built for exactly this challenge.

How does the AI-powered ticketing assistant work?

The AI-powered ticketing assistant helps customer service teams create clear, on-brand customer communication directly in the ticketing system. The solution leverages OpenAI’s ChatGPT technology in the background.

It can use your company’s own background materials—such as your knowledge base and website content—to generate professional reply drafts. This speeds up ticket handling and improves the overall quality and consistency of communication.

The AI-powered ticketing assistant is included in the Tiketti M package, but using it requires the customer to have an OpenAI account. OpenAI bills for the use of ChatGPT language models according to its own pricing, separate from Line Carrier’s service.

AI doesn’t reply to customers for you — but it helps you say it better

The AI-powered ticketing assistant does not send messages to customers automatically. Instead, it supports the agent by drafting a response, ensuring the right tone of voice, and helping keep replies consistent in quality. The customer service agent finalises the message and remains fully responsible for sending it.

How it works inside Line Carrier’s ticketing system

The assistant is embedded in the ticketing system UI and is guided by a mailbox-specific instruction text (a prompt). This allows different teams and use cases to apply AI in a way that matches their needs.

For example, in a sales queue the assistant can emphasise a friendly, solution-oriented approach and highlight upsell opportunities. In a customer service queue, the focus may be on clear, easy-to-understand communication, fast guidance, and accurate information retrieval.

The assistant never sends replies automatically. Instead, it generates a suggested response that the user reviews, edits if needed, and approves before sending.

What are the answers based on?

In addition to the prompt, the assistant can be given background sources to use when drafting responses. These can include the ticketing system’s internal knowledge base, the company website, instructions, or other relevant content—either as individual sources or combined. The AI-powered ticketing assistant can also suggest direct links, for example to relevant pages on your website, as part of its reply draft.

Read also: “Knowledge Base as Customer Service Support: Faster Answers, Happier Customers”

The assistant works seamlessly within the ticket view. An agent can give a prompt such as “reply to a customer asking about delivery time” or “draft a polite compensation proposal for a delay.” The AI generates a message suggestion that the agent can edit, approve, or choose not to use.

The goal is not to produce robotic jargon, but to support the agent’s thinking and make it easier to structure a good response. The AI-powered ticketing assistant is especially helpful when there isn’t an existing template, or when you want to improve the quality of replies. When the assistant can locate relevant links and instructions in advance, it saves time—agents don’t need to search for the right resource from scratch every time.

Why use an AI-powered ticketing assistant?

Faster responses: The assistant provides an instant draft, reducing “blank page” friction.

Better quality: Drafts are based on proven patterns and clear language.

More consistent customer communication: Similar situations are handled consistently while still allowing room for personalisation. Prompts can instruct the assistant to follow your brand tone, supporting a unified customer experience.

Support for new staff: Less experienced agents get help with communication without needing constant support from senior colleagues.

From pilot to adoption

The AI assistant has already been piloted in Line Carrier’s own customer service environment. We have collected experience from different question types, reply scenarios, and prompt designs. Our goal has been to ensure that AI creates real value and that the solution works across languages and tone variants.

Would you like to be at the forefront—using an AI-powered ticketing assistant to make your customer service more efficient?

As always, our development starts from our customers’ day-to-day reality—and technologies that genuinely help people work smarter.

Interested?

If you’d like to hear how an AI-powered ticketing assistant could speed up and streamline your customer service, get in touch. We’ll help you stay at the forefront of development.