SupportLogic Introduces Agent SX to Improve Customer Service and Team Collaboration

CIO Review Europe | Wednesday, March 03, 2021

With SupportLogic Agent SX, professionals that interact directly with customers can now see customer sentiments on their own cases and set up alerts when interesting events such as negative sentiments are detected. They can also predict the probability that a case may be escalated.

Fremont, CA: SupportLogic, the world's first continuous service experience (SX) platform, has declared the launch of Agent SX with its February product release. SupportLogic Agent SX provides real-time coaching and feedback to allow agents with NLP-driven recommendations to prioritize cases, collaborate more efficiently and improve their performance across multiple dimensions of service delivery.

Today, there's a clear opportunity for organizations to use artificial intelligence to improve agent performance and improve overall customer service. Agent agility is key. As per the latest "State of Service" Report by Salesforce, the utilization of AI to boost agent productivity has increased by one-third since 2018.

With SupportLogic Agent SX, professionals that interact directly with customers can now see customer sentiments on their own cases and set up alerts when interesting events such as negative sentiments are detected. They can also predict the probability that a case may be escalated.

Agent SX provides an userfriendly console that offers context and insights on backlog cases to improve the quality of agents' responses. In addition to this, it can adjust future case loads and offers real-time performance metrics and coaching.

SupportLogic was primarily developed to augment support ticketing systems by extracting underlying customer sentiment signals from unstructured data utilizing NLP and surfacing insights and predictions. Support managers and executives utilize this intelligence to prioritize as well as assign cases to the right agents and preemptively prevent escalations.

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