Introducing Deflection 2.0: AI-Powered Support That Gets Smarter Every Day
Ed Nunez
Marketing
Transforming Support with AI: Introducing Foqal Deflection 2.0
Support teams across IT, HR, and customer service face the same challenge: too many tickets, not enough time. The solution? AI that doesn't just answer questions but learns and improves with every interaction.
At Foqal, we connect your communication platforms like Slack and Microsoft Teams with your service desk functionality, creating a seamless experience for both support teams and the people they help. Our latest release, Deflection 2.0, takes this integration to the next level with powerful AI capabilities.
What Foqal Deflection 2.0 Delivers
✅ Instant, Accurate Answers: Users get immediate responses to common questions, with sources clearly cited
✅ Intelligent Ticket Creation: When AI can't fully resolve an issue, it automatically creates a properly routed ticket with all context included
✅ Continuous Knowledge Improvement: The system identifies knowledge gaps and suggests new articles based on real user questions
✅ Seamless Experience: Works within existing Slack and Teams workflows, with no context switching
How It Works: Deflection in Action
When a user asks a question in Slack or Teams (like "What's the WiFi password?"), Deflection 2.0 immediately:
- Searches your knowledge base across Foqal answers, Notion, Guru, Confluence, and other connected sources
- Provides the answer instantly with clear attribution to the source
- Creates a ticket automatically if the answer isn't available or doesn't solve the problem
For more complex requests like "Can you help me get a laptop?", Deflection identifies this as a Hardware Request, fills out as much information as possible, and either creates the ticket instantly or asks targeted follow-up questions to complete the request.
Foqal Knowledge Builder: AI That Makes You Smarter
The true power of Deflection 2.0 comes from its ability to learn and improve. The new Foqal Knowledge Builder analyzes:
- Recent support tickets
- Questions users are asking
- Answers your team provides
- Gaps in existing knowledge articles
Then it automatically creates new articles or proposes updates to existing ones. Simply approve these fully-written proposals with a single click to continuously improve your knowledge base.
Setup in Seconds
Enabling Deflection 2.0 takes just a few clicks:
- Navigate to AI Settings
- Enable AI Assist and select your preferred model
- Create a Deflection Agent
- Configure which request types and tools to enable
- Add the agent to your channels
See Deflection 2.0 in Action
[VIDEO PLACEHOLDER]
The Bottom Line: Support That Scales
With Deflection 2.0, you'll reduce ticket volume, accelerate resolution times, and empower both your team and users with AI-powered assistance that gets smarter every day.
Ready to transform your support experience? Get started with Foqal
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