Cloud & AI for the Enterprise
Support agents often juggle multiple systems, policies, and product details while trying to maintain a smooth conversation with customers. Even experienced agents lose time switching between tools, searching for answers, or drafting responses under pressure. Agent copilots give you a way to reduce that cognitive load. They sit inside the agent’s workflow, offering real‑time guidance, … Read more
Support leaders have always cared about quality, but traditional monitoring methods haven’t kept up with the pace and volume of modern operations. You’re dealing with thousands of interactions across chat, email, and voice, yet only a small fraction ever gets reviewed. This creates blind spots that affect customer experience, agent coaching, and operational planning. AI‑driven … Read more
Support teams often focus on issue type and priority when routing tickets, but emotional context is just as important. A customer who is frustrated, confused, or anxious needs a different level of care than someone asking a routine question. Sentiment‑aware routing gives you a way to detect emotional tone the moment a ticket arrives and … Read more
Most support organizations rely on knowledge bases that have grown messy over time. Articles are long, inconsistent, and written for different eras of the business. Agents spend too much time scanning dense content, and customers often abandon self‑service because the material feels overwhelming. Knowledge base summarization gives you a way to bring clarity back into … Read more
Support teams often struggle with the sheer volume and variability of incoming tickets. You see everything from simple requests to complex, multi‑step issues arriving in the same queue, and agents spend valuable time sorting, tagging, and routing before they can even begin solving the problem. Automated ticket triage gives you a way to bring order … Read more
AI‑assisted customer support has become one of the most practical ways for service organizations to improve responsiveness without overwhelming their teams. You’re dealing with rising ticket volumes, higher customer expectations, and pressure to keep service levels steady even when headcount can’t grow. Leaders across industries are realizing that AI can sit inside the workflow rather … Read more