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 skill relevancy, case complexity, agent availability and timezone to determine the right fit.
Factor agent backlog to determine the right fit. Get a quick glimpse of backlog by case priority or case status before assigning the case.
Factor customer interaction and sentiment score history to determine the right fit.
Leverage pull or push mode for case assignment. In the pull mode, agents will be able to pick up cases from the recommended list.
Leverage your existing case assignment queues without any modification.
Read the full case details and the customer history and determine the right engineer and assign cases without context switching.