AI-Powered Case Assignment
Assignment Modes & Integration
Automatically analyze your existing cases and leverage an ensemble of patent-pending AI and NLP techniques to determine the right support engineer for any given case and at any given stage
Automatically learn from existing support tickets and factor in skill relevancy, case complexity, agent availability and timezone to determine the right fit.
Get a quick glimpse of each agent's backlog by case priority or case status before assigning the case.
An agent's prior history and relationship with a customer can absolutely change the outcome of a new case.
Leverage pull or push mode for case assignment. In the pull mode, agents will be able to pick up cases from the recommended list. In the push mode, assign cases to agents of your choice based on the recommendations.
Leverage your existing case assignment queues without any modification.
Read the full case details and the customer history; determine the right agent and assign each case without context switching.