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SupportLogic Support Experience (SX) Management

Use predictive and generative AI to understand and act on unbiased signals

Overview

SupportLogic extracts sentiment signals from cases to predict escalations & generate AI-driven summaries. Its Summarization Agent provides precise, context-aware summaries of cases and accounts, helping agents deliver proactive support with AgentForce.

See How SupportLogic Support Experience (SX) Management Works

Get ahead of customer issues with predictive models proven to save your support team resources. The signals we find in your data allow you to spot the trends and patterns in your support interactions, make strategic decisions, and improve CS relationships
Scale agent performance with multi-lingual quality assurance that monitors 100% of your cases, provides actionable insights and standardizes coaching and development across your team.
Improve customer response time and support quality using Gen-AI-powered case summarization and response composer to respond with the right tone, grammar, and expertise in any language.
Access the Summarization Agent to get precise, context-aware case and account summaries that help you deliver proactive support with AgentForce.

SupportLogic combines support operations efficiency with quality monitoring and agent productivity tools to deliver an all-in-one platform for your team. Support Operations Efficiency - Confidently analyze all customer interactions and go beyond surveys with sentiment analysis - Reduce customer escalations by acting on hidden warning signals and predictive AI triggers - Improve support response time with AI-based backlog management and case routing - Use predictive signals to send alerts to anyone in your business and allow experts to solve issues faster Quality Monitoring & Coaching - Automatically monitor 100% of support channels with zero additional QA resources - Scale agent performance with real-time coaching & training based on detected knowledge gaps - Access Customer Effort Scores for deeper quality insights, along with advanced manual QA workflows Agent Productivity - Resolve complex customer issues faster with Gen-AI powered context generation, Next Actions and Troubleshooting Insights with AgentForce - Streamline customer interactions with Response Composer to draft appropriate, grammatically correct, personalized support responses in any language