Curtail Unanticipated Spiraling of Tickets and Streamline Escalation Management

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Outcomes for Customer Support

ESCALATION PREDICTOR

Streamlined support with proactive insights into escalations

ESCALATION PREDICTOR

Effective analytics for root-cause analysis for proactive support

ESCALATION PREDICTOR

Real-time insights into case sentiment for personalized support

ESCALATION PREDICTOR

Intelligent triaging and case assignment based on escalation probability

SearchUnify’s Escalation Predictor Wins Bronze at the
2023 International Business Awards®

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SearchUnify’s CPR Framework
(Case Categorization, Prioritization and Routing)

Taming Escalations with the Power of Cognitive Technology

ML models including classification, regression, and ranking algorithms, learn patterns and relationships between input features (historical case information, severity levels, urgency, customer profiles, and available agent resources) and prioritization outcomes.

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Using machine learning algorithms and K-NN classifiers to categorize cases and generate semantic embeddings, Escalation Predictor helps improve the case data quality, for effective escalation management.

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Escalation Predictor analyzes case data to gauge customer sentiment, the type of issue, and the likelihood of escalation. After this, it intelligently prioritizes and routes the ticket to the best-fitting service agent. This way, it reduces turnaround time (TAT) and Average Handling Time (AHT)

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Beating the Escalation Blues with Cognitive Technology

Tune in to our recent webinar on “Beating the Escalation Blues with Cognitive Technology” where Brian Corcoran, Regional Sales Manager & Global Support SME, SearchUnify, in conversation with Francoise Tourniaire, Author and Customer Success & Support Consultant, FT Works shows how to adopt escalation management best practices in conjunction with cognitive technology to tame escalations.

Supported Integrations

Salesforce
Zendesk
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Jira
Gchat
Asana
Skype
Microsoft_Office_Teams
slack

Recommended Resources

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