Case Assignment on Steroids: Dynamic Assignment Rules, Omni-Channel Routing + AI

INTELLIGENT CASE ASSIGNMENT ✅ Code-free case assignment rules ✅ Auto-Escalation & Prioritization ✅ Track and manage SLA-bound Cases ✅ Active shift management ✅ Manage critical situations ✅ Automate customer reminders ✅ Trigger autoresponders

AUTOMATED CASE TRIAGE ✅ Auto-triage inbound emails ✅ Auto-triage new cases ✅ Auto-classify of categorize each case ✅ Deploy AI for case enrichment ✅ Score and prioritize each case automatically ✅ Trigger "next best action" via automation and/or AI

TRIGGER A SENTIMENT ANALYSIS ON AN INBOUND CASE ✅ Triage cases automatically, as soon as they arrive ✅ Integrated "Plug-in Actions" can trigger "next best action ✅ e.g. call for a sentiment analysis (AI) prior to assignment

CASE DEFLECTION ✅ Resolve simple cases via self-service knowledge bases ✅ Automatically present relevant articles or FAQs ✅ Deflect other cases to AI-powered chatbots ✅ Trigger automated email replies via plug-in actions ✅ Deploy sentiment analysis (AI)

AI-POWERED PLUG-IN ACTIONS ✅ Trigger ChatGPT calls from any field update ✅ Sentiment analysis ✅ Ultra-personalised human responses ✅ Personalised auto-responders ✅ AI-driven enrichment Cases and Accounts ✅ AI-driven Case scoring & prioritization

ASSIGN CASES TO THE FIRST AVAILABLE SERVICE AGENT ✅ Instantly route incoming cases to first available agent ✅ Shorten response times ✅ Increase customer satisfaction

MATCH CASES TO THE MOST SKILLED SERVICE AGENT ✅ Intelligently match cases to skill-sets ✅ Accelerate time-to-resolution due to improved agent capability ✅ Filter out overloaded or OOO agents ✅ Increase customer satisfaction

ESCALATE HIGH PRIORITY OR COMPLEX CASES AUTOMATICALLY ✅ Prioritize urgent (e.g. SLA-bound) Cases automatically ✅ Route complex cases straight to specialized agents or teams ✅ No more hold-ups, just the fastest possible response in a critical situation

OMNI-CHANNEL ROUTING ✅ Overcome Omni-Channel limitations ✅ Code-free case assignment rules ✅ Control and balance workloads ✅ Deploy Automatic Reassignment ✅ Manage unlimited attributes ✅ Dynamic case management ✅ Manage complex skill-sets