Task Intelligence for Customer Service
Automate manual aspects of your email/case routing and resolution, enabling your agents to resolve cases faster.
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About
Task Intelligence for Customer Service offers several AI capabilities such as language detection, multilingual email and case categorization, case sentiment analysis and document intelligence that can be configured through a business user-friendly administrative console. These capabilities automate several routine tasks across the case lifecycle while enabling agents to focus on complex case resolution.
Key Features
- Case categorization to automatically fill or recommend values for case fields based on content in subject/short description, body/long description, and attachments.
- Case sentiment analysis to detect initial and ongoing case sentiment.
- Document Intelligence to extract relevant pieces of information from attachments and auto-populate appropriate case fields.
- NOTE: Please install the Document Intelligence plugin separately if you meet entitlement requirements.
- Document Classifier to categorize incoming documents and route them to the right service desk.
- Language detection to detect the language of incoming cases.
- Admin console to configure the above AI solutions.
- CSM similarity models to support similar case recommendations.