February product release brings Next-gen Service Experiences
SupportLogic recently launched Agent SX in its February product release. The world’s first continuous service experience platform aims to offer real-time coaching and reviews to agents with NLP-driven recommendations to organize cases on a priority basis, work jointly in a more efficient manner and improve their performance over various dimensions of service delivery.
Agent SX offers an easy-to-use console that provides deeper insights on backlog cases and better the response quality of the agents, thereby improving the customer experience in terms of service and support. It also delivers real-time performance metrics and feedback while adjusting future case-loads.
Along with augmenting an organization’s investments in service and support ticketing systems and collaboration, the Agent SX is also enhancing the core SupportLogic SX platform.
The development will allow professionals using Agent SX to engage with customers and keep an eye on their sentiments regarding their cases and set-up alerts for sentiments that may impact the customer journey. Also, the agents can predict the chances of escalation of a case. Before the launch of Agent SX, SupportLogic assisted the management in preventing escalations by extracting underlying signals from unstructured data with the help of NLP and surfacing insights. The new features now include:
- Agent console: a new-age dashboard to assist agents and provide proactive coaching
- Continuous prioritization: organize and rank cases based on urgency and customer sentiment
- Case guidance: Pushes agents to act on relevant signals from customers
- Predictive alerts: agents can set-up alerts for negative sentiments, predicting escalations
Agent Agility is The Key
As per Salesforce’s “State of Service Report”, the use of AI to enhance agent productivity has grown to 32% from 24% since 2018. If this report graph is to be believed then SupportLogic’s Agent SX can prove to be a turning point for the companies that rely on modern-day technologies like Artificial Intelligence to improve their operations and customer experience.