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SmartCase by EpiAnalytics, Inc.

Case analytics, triage, sentiment analysis, email response advanced routing

Overview

SmartCase offers easy-to-use machine learning and natural language processing (NLP) for Case classification and sentiment analytics to reduce costs and gain consumer insight. Driving better customer-focused decisions and automated routing & response.

See How SmartCase by EpiAnalytics, Inc. Works

Automate routing and response of consumer comments in Cases, Communities, and surveys. Use insights to improve customer satisfaction.
Easy–to-use machine learning application for consumer sentiment analysis, Community and social media analysis.
Improve agent efficiency: automatically classify email comments, Case comments, open-ended survey responses, and Community discussions.

SmartCase offers integrated machine learning for classification and sentiment analysis. Now you can automatically identify the reason why customers are contacting your organization by classify emails, Cases, Leads, surveys and community comments inside salesforce.com. EpiAnalytics classifications are automatically populated into salesforce.com objects. SmartCase helps organization provide insight into customers' perception about the organization, its products, services, business processes, and agent behavior. Increase Agent Efficiency / Lower Costs: o Automated routing to Agent or Queue with knowledge recommendations o Automated Response attaching knowledge article and close Cases o Risk Management: ensuring important issues don’t fall through the cracks o SmartCase AI-Machine Learning system is trained from Agent activities and processes o Reduce Case resolution time by over 75% Increase Customer / Agent Satisfaction: o Faster Customer Response Speed o Increase Agent productivity o Gain customer insight from all salesforce.com CRM data o Proactively identify and resolve issues as they emerge Start a Trail today, email: sales@epianalytics.com