“SmartAssist enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 40-person triage team to value creating activities.”
Leverage the power of artificial intelligence to increase first contact resolution, reduce average handle time, even make zero contact resolution a reality.
When your customers submit a question or issue that is covered in your knowledge base or discussed in forums, we will first recommend possible solutions before ever creating a support ticket.
We identify patterns in your agent responses to ensure incoming tickets get to the right team or agent, pronto. This way your best agents don’t have to spend their precious time on this process.
We enable you to automatically respond to tickets once you deem it appropriate based on chosen confidence criteria and comfort level. Automatic response allows agents to spend less time on recurring issues, and more time on problem solving for your customers.
After evaluating your closed tickets, we surface the top three recommended responses along with supporting content from your knowledge base, for new tickets. Agents pick the best one, personalize it, and send it along!
The Agent Assist AI tool for customer service enables faster ticketing, easy integration into current CXMs and has led to improved agent satisfaction for our clients.
Agent Assist is an intelligent assistant that plugs right into your existing CXM and helps your agents be more productive by connecting them to that content quickly. Our cutting-edge machine learning solution analyzes your past ticket responses, knowledgebase content, and interactions in forums to build a solution recommendation model for you. So, no matter where the ‘right’ solution lives—your knowledgebase, templates, or forums—Agent Assist will source it and present it to your agents for speedier issue resolution.
“SmartAssist enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 40-person triage team to value creating activities.”
Travis Oliver, Thumbtack
“SmartAssist helps our agents focus on our customer interactions by getting the right topic in front of the right resource at the right time. It helps us improve the future by learning from the successes or failures of our past."
Sean Rivers, Director of Customer Service at Republic Wireless
“AnswerIQ’s Auto Response provides us with a cost-effective and powerful solution for providing our customers with answers to their most common questions and enables our agents with tools to be more agile in their interactions. This helps our team focus personal attention to our high priority customers."
Francesca Noli, VP of Marketing at Product Madness
If you get over 10,000 tickets per month or have over 50 agents, we can bring your cost per ticket down by at least 25% within three months.
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