AnswerIQ Blog

The 6 Components of an Effective Ticket Management System

Perhaps your current ticket management system can no longer stand up to the number of tickets your agents receive on a daily basis. Maybe you are currently exploring the option of implementing a better ticket triaging system using machine learning in place of hiring more agents.

No matter what your motivation, shopping for support software is a big decision. You want to make your customers happy with quality service, real-time support, and easy-to-use productivity tools for your agents; a system that provides an opportunity to grow your business and take on new challenges.

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Topics: Machine Learning, Customer Success, Customer Support

Customer Support Systems are Unruly —  Are You Keeping Up?

As a customer support manager, it’s your job to regularly improve service quality by evaluating and redesigning processes. To optimize service, you have to continuously adapt to consumer trends and meet shifting standards of customer satisfaction. Now is the time to move from systems of records to systems of action by adding an AI layer to your existing customer support systems.

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Topics: Machine Learning, Customer Success, Customer Support, AI

eCommerce Site Automates Ticket Classification with Precision

Modern online retail businesses recognize that superior customer service and support sets them apart in a saturated eCommerce environment. However, as these businesses grow, many don’t effectively scale customer support teams and processes. Without an adequate growth plan in place, companies begin to waste valuable human capital on the tedious task of manually classifying support tickets.

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Topics: Machine Learning, Customer Success, Customer Support

Machine Learning Applications for Customer Support

Even though machine learning has been around for nearly half a century, successfully leveraging the technology to help businesses become more efficient has transformed customer support in the last decade. To remain competitive, leaders must recognize that a generalized solution is not enough, and understand how to select the right customized AI solution from a spectrum of choices.

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Topics: Machine Learning, Customer Success, Customer Support

Machine Learning vs Predictive Analytics

One question we frequently get asked is “What is Machine Learning, and how is it different than Predictive Analytics?”  As with any hot technology trend, Machine Learning has started to become a buzzword that is both misused and misunderstood.  

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Topics: Machine Learning, Customer Success