Customer Support

Customer Support, AI‑Powered Support Applications, Agent Productivity, Sentiment Analysis

Escalation Prediction: An Indispensable Part of Modern Customer Support

November 2, 2020

Escalation is not a good sign for CX. Read on to know how AI-powered escalation predictors leverage feature engineering to predict support ticket escalations.

Customer Experience, Customer Support, Generative AI, Virtual Assistants, Escalation Management

8 Essential CX Metrics to Measure Customer Self-Service Success

October 27, 2020

Businesses often struggle to evaluate their self-service channels. But how do you fix that? With the help of these crucial self-service metrics explained in this blog.

Customer Support, AI‑Powered Support Applications, Escalation Management

How AI and Cognitive Technology Are Redefining Customer Escalation Management

October 8, 2020

Escalating issues to seniors is inevitable in customer service. Read on to know how you can leverage AI and cognitive tools to streamline escalation management.

Customer Support, Microsoft Dynamics 365, Agent Productivity

Unlocking the Full Potential of MS Dynamics 365

October 1, 2020

Microsoft Dynamics 365 is one of the most widely used business application platforms. Read this blog to know how cognitive search can amplify its capabilities.

Customer Support, Average Handle Time, Agent Productivity, AI‑Powered Support Applications

How to Improve Average Handle Time Without Compromising on CSAT

September 29, 2020

AHT is a measurement of how long an interaction with a customer takes. Read on to know how you can calculate and reduce it without compromising on CSAT score.

Customer Support, Semantic Search, Natural Language Processing

How to Leverage Semantic Search to Step up Your Customer Support Game

September 17, 2020

Read on to know how cognitive technology powers semantic models to deliver contextual results. Also, learn how you can transform your customer support game by deploying ML algorithms.