Intelligent Case Management: AI-Driven Triage, Case Distribution + Deflection

AUTO CREATE & UPDATE Transform emails into Salesforce cases automatically. Capture essential information from inbound emails, convert them into trackable cases, streamline workflow and reduce manual data entry. Update Cases automatically with new data

AUTOMATED CASE TRIAGE Categorize and enrich incoming cases (using Plug-in Actions). The system analyzes case content, classifying and enhancing them with relevant data for more efficient handling

SENTIMENT ANALYSIS Analyze customer sentiment in communications. This tool assesses the tone and context, enabling tailored responses and improved customer engagement

CASE ENRICHMENT Enhance each case with additional relevant information. Case Orchestrator automatically enriches cases with data pulled from various sources, providing agents with a comprehensive view and all necessary details to resolve cases effectively

SLA MONITORING Effectively manage cases with SLA requirements. Prioritize critical cases for prompt resolution, ensuring compliance with service commitments and customer satisfaction.

CASE DEFLECTION Redirect simple queries to self-service options. By identifying common questions, the system guides customers to chatbots or knowledge bases, easing the load on service agents

DYNAMIC CASE ASSIGNMENT Assign cases based on agent expertise and availability. The system ensures cases are handled by the most suitable agents, enhancing efficiency and case resolution quality

AGENT WORKFLOW AUTOMATION Streamline agent activities with automated workflows. This feature reduces repetitive tasks, allowing agents to focus on complex aspects of case resolution. Automated workflows ensure that each step in the case management process

MAXIMUM AGENT PRODUCTIVITY By hyper-optimizing all of the stages in the Case Management process, productivity across the whole service team is maximized, performance is transformed and customer satisfaction ratings soar!