Machine learning solutions for Customer Service Management
Machine learning in Customer Service Management helps with case creation, assignment, and resolution.
| Task Intelligence for Customer Service | Use the following AI capabilities to automate several routine tasks across the case life cycle and enable agents to focus on complex case resolution.- Record categorization - Sentiment analysis - Language detection - Document intelligence |
| Predictive Intelligence for CSM solution definitions | Use predictive intelligence solution definitions to assist agents with a variety of tasks. Solution definitions predict one or more output fields based on a configured input field. |
| Trending case topics | Identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster of cases represents a trending case topic. |
| Similar case recommendations | Enable customer service agents to easily find similar cases that can provide helpful information about cases they are currently working on. |
| Estimated time to resolve a case | Predict the estimated time to resolve a case based on attributes such as the case short description, category, priority, and assignment group. |
| Predictive Intelligence for case management | Predict values for a case, such as the category, priority, and assignment group, based on information entered in the short description. |
| Auto-responder notifications | Use auto-responder notifications to share relevant content in email notifications that can help deflect cases. |