Using AI prompting in support workflows to summarize issues, resolve tickets, and create content

Artificial intelligence, in the form of chatbots and reasoning tools, has evolved into a robust innovation tool — enabling users to harness and utilize enterprise knowledge fully. When effectively applied, AI can assist support teams discover insights across their organizations and facilitate speedy ticket resolution. By leveraging the capabilities of large language models and advanced information retrieval, support agents can now pose questions or make requests and receive instant responses, eliminating the need to spend extensive time searching through documents or consulting with colleagues.

However, to maximize the benefits of AI, users must provide clear and detailed instructions. These instructions, known as prompts, are given in conversational, natural language and include all necessary components to guide the AI in generating the desired outcome. However, prompt engineering can be challenging for new users. In this blog and our latest guide, we walk through what it takes to build efficient prompts, and how to best apply them to everyday support workflows.

Building a great prompt

Looking for some directions on how to get started? Here are some best practices for writing great prompts for software engineers:

• Format your output: Describe the output layout as clearly as possible. For example, use phrases like:some text
  • Write 5 paragraphs...
  • Generate 10 bullet points...
  • Create a table...
• Audience and tone: Tailor the content according to the audience and occasion. For example:some text
  • Write this for a non-technical audience
  • Write this for an executive review
• Specify a timeframe: Provide a specific timeframe to reference, such as:some text
  • ...from the past week
  • ...from the past month
    

Prompts for support workflows

AI prompts for support teams can be applied to various everyday workflows that deliver real results right away. Here are some examples: 

Draft articles from resolved tickets

Finished resolving a new issue that customers are running into more often lately? Prompt Glean to provide you with an article to publish on your help desk based on the successful resolution you just provided.

Catch up on long Slack threads after being away

Coming back from a vacation and need several Slack threads summarized? Prompt Glean to provide you with summaries of the major topics you need to know! 

Draft a response to a customer ticket

Found a satisfactory response to a customer's issue but struggling to get started with a correspondence? Prompt Glean to take all the necessary information you need to relay and wrap it up in a first draft response for you. 

Leveraging the full potential of work AI

While leveraging AI for work may initially seem daunting, writing clear and comprehensive prompts is critical to ensuring effective results. By following the best practices outlined above, software engineers can harness the full potential of AI prompting to enhance their workflows and productivity.

Glean's next-generation prompting suite offers endless possibilities for customization and sharing, making it an invaluable tool for engineers looking to improve their work processes. Explore the full capabilities of AI prompting by checking out our latest eBook — and sign up for a free demo today to learn more about Glean!