SmartAssist predicts which group or individual agent should receive each new ticket.
SmartAssist prompts agents with the best macros and templates for resolution based on the content of the ticket/ issue your customer is experiencing.
SmartAssist automatically responds to tickets where you’ve deemed it appropriate based on your chosen criteria and comfort level.
SmartAssist generates several key observations through its learning process to help you reflect on/ inform changes and improve your overall support processes.
SmartAssist’s machine learning technology analyzes your closed tickets and identifies the patterns in how those tickets were classified, routed and resolved.
As new support tickets arrive, SmartAssist immediately examines their content and predicts ticket attributes or recommends an appropriate response template.
Based on the SmartAssist predictions, you can trigger routing rules or response macros to automate your support processes.
As tickets are closed, SmartAssist learns and adapts its predictions so it is always up-to-date with your current customer support needs and processes.