Marketing description

The intelligent routing service in Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents. The assignment rules take into account customer-specified criteria, such as priority and autoskills matching. The routing service uses AI to classify, route, and assign work items automatically, thereby eliminating the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations.

Key selling points

• Engage customers
• Empower employees
• Optimize operations
• Transform products

Product features

• Engage customers
  Build personalized experiences across all customer touchpoints - from consideration to purchase.
• Empower employees
  Give your employees familiar tools and actionable insights so they can do their best work.
• Optimize operations
  Anticipate and manage business needs with more intelligent processes and predictive guidance.
• Transform products
  Innovate business models, automate processes, and shift from being reactive to proactive.