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SupportLogic unveils Agent SX to improve customer service and enhance team collaboration

SupportLogic, provider of a continuous service experience (SX) platform, has launched Agent SX with its February product release. 

Recognizing the opportunity enabled by the use of artificial intelligence to improve agent performance and enhance overall customer service, Agent SX delivers real-time coaching and feedback to enable agents with NLP-driven recommendations to prioritize cases, collaborate more efficiently and improve their performance across multiple dimensions of service delivery.

According to the latest “State of Service Report” by Salesforce, the use of AI to boost agent productivity has risen by one-third (from 24% to 32%) since 2018.

With SupportLogic Agent SX, professionals that engage directly with customers can now view customer sentiments on their own cases and set up alerts when interesting events such as negative sentiments are detected. They can also predict the likelihood that a case may be escalated. Agent SX provides an easy-to-use console that delivers more context and insights on backlog cases to improve the quality of agents’ responses. In addition, it can adjust future case loads and provides real-time performance metrics and coaching.

SupportLogic was initially developed to augment support ticketing systems by extracting underlying customer sentiment signals from unstructured data using NLP and surfacing insights and predictions. This intelligence allows managers and executives to prioritize and assign cases to the right agents and preemptively prevent escalations.

New capabilities in the February release include:

  • Agent console: a modern dashboard for support agents that provides proactive coaching
  • Continuous prioritization:ranks cases in real-time based on urgency and customer sentiment
  • Case guidance: prompts agents to act on meaningful signals; distinct from metadata driven "CRM case status"
  • Predictive alerts: agents can subscribe to alerts such as when a case is likely to be escalated

“Support agents play a critical role in serving as the face of a company. Providing a positive customer experience is critical to protect and expand revenue streams in a subscription business model,” said Krishna Raj Raja, founder and CEO of SupportLogic. “Today we are extending our intelligence platform for the first time to directly help agents so that they can deliver an exceptional service experience on a daily basis.”

For more information, go to www.supportlogic.io

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