Curtail Unanticipated Spiraling of Tickets and Streamline Escalation Management
Streamlined support with proactive insights into escalations
Effective analytics for root-cause analysis for proactive support
Real-time insights into case sentiment for personalized support
Intelligent triaging and case assignment based on escalation probability
SearchUnify’s Escalation Predictor Wins Bronze at
the
2023 International Business Awards®
Taming Escalations with the Power of Cognitive Technology
ML models including classification, regression, and ranking algorithms, learn patterns and relationships between input features (historical case information, severity levels, urgency, customer profiles, and available agent resources) and prioritization outcomes.
Using machine learning algorithms and K-NN classifiers to categorize cases and generate semantic embeddings, Escalation Predictor helps improve the case data quality, for effective escalation management.
Escalation Predictor analyzes case data to gauge customer sentiment, the type of issue, and the likelihood of escalation. After this, it intelligently prioritizes and routes the ticket to the best-fitting service agent. This way, it reduces turnaround time (TAT) and Average Handling Time (AHT)
Tune in to our recent webinar on “Beating the Escalation Blues with Cognitive Technology” where Brian Corcoran, Regional Sales Manager & Global Support SME, SearchUnify, in conversation with Francoise Tourniaire, Author and Customer Success & Support Consultant, FT Works shows how to adopt escalation management best practices in conjunction with cognitive technology to tame escalations.
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