With auto triage in place, time-intensive, manual routing practices that deliver sub-optimal results are replaced by automated, and intelligent routing rules created from patterns in past customer interactions. Auto triage gives you the ability to instantly classify across a wide range of fields and systems. Our Auto Triage system also enables you to segment by language, sentiment (support cases routed by customer inflection), and product/operational line.
Cases are automatically routed within seconds, which effectively reduces customer wait times and frees up agent bandwidth.
Leveraging machine learning and legacy case resolution ensures accuracy because the machine continually learns and adapts to current customer service needs.
Auto Triage removes the subjectivity and bias inherent in processing service cases by hand and enables companies to conserve valuable manpower that could be put to better use elsewhere.
Macro usage at SeatGeek has increased 3x over since we started using AnsweriQ - making our operation more efficient and our responses more consistent, while also giving our agents more time to focus on complex customer needs. Our knowledge base has also gotten a lot more traction since agents can easily insert and link help center articles straight from the widget.
AnswerIQ enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 9-person triage team to value creating activities.
AnswerIQ 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.
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.