Take control of your triage process.

Every support queue has a few bombs — tickets that come in angry, urgent, or just expensive to resolve.  AI-based case analysis helps you detect them early, run your most efficient playbook and stay ahead of customer expectations.

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22%decrease in escalations 

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48%uptick in first contact resolution rate

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70%reduction in escalation costs

Predict Escalations

  • Spot cases with high business impact
    Jump in and help customers navigate high-urgency issues when the stakes are high. Make your customers heroes, and your agents will be heroes.
  • Give churn-risk customers some extra TLC
    Do you know which customers in your queue have backsliding sentiment scores? Recent SLA breaches? This is your chance to turn things around.

Prevent Escalations

  • Flag and prioritize at-risk cases on arrival in any system of record
    Dedicate more time to problem resolution. Trade your telephone game for automatic tagging to trigger assignment rules and playbooks.
  • Rally the support you need
    Alert stakeholders like Success Managers and exec sponsors in their workflow tool of choice and call them to action.

Don't get caught off guard. Get an early warning system.

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Skills-based Routing

  • Automatically summon the right resources at the right time
    Skip the "hmm...let me transfer you" step and route cases that require specific expertise directly to it
  • Route based on automatic AI-detected case subjects
    Don't ask customers to categorize what they just told you. Route with speed and accuracy without creating extra hoops for your customers to jump through.

An early warning system for expensive surprises

Eliminate expensive surprises that drain your team's time. Graduating from 'first-in, first-out' and prioritizing cases by business impact means you won't get caught off guard, and your team KPIs won't suffer the impact.

Solve more problems the right way, the first time

AI-based case analysis acts like spidey-senses to give you a head start on how you'll navigate whatever your queue has in store today. Increase your team's first contact resolution rate by 48% and easily track the cost savings. 

Your best judgment — but automated into your process

Using natural language AI and customer meta-data to prioritize cases means you can consider both the nature of the issue and the customer relationship. No more squeaky wheels. Automatically treat each case the way your team would. 

Want to stay ahead of customer expectations?

SCHEDULE A DEMO