SmartAssist’s intelligent classification technology identifies patterns in ticket classifications from the past and predicts which group or individual agent should receive each new ticket. Tickets are routed within minutes to the most highly-suited available agent, improving accuracy and customer experience.
As new support tickets arise, SmartsAssist uses artificial intelligence to recommend an appropriate response template and give customers the right answers with as little wait as possible. SmartAssist prompts agents with the best macros and templates for resolution based on the content of the ticket/issue customers are experiencing. Using recommended response, even your newest agents can deliver consistent solutions quickly and efficiently.
SmartAssist enables a business to automatically respond to tickets when businesses deem it appropriate based on chosen confidence criteria and comfort level. Automatic response allows agents to spend less time on recurring issues or repetitive tickets, and more time on problem solving for your customers. SmartAssist also allows agents to bulk respond for repetitive tickets with a human touch.
SmartAssist natively integrates directly into CXM systems and automatically generates machine learning models to mimic the decision paths of how agents handle cases. It works across the spectrum of automation needs from augmentation to full automation.