Agent SX launches Support Logic to enhance customer experience


Support Logic Agent SX offers coaching and feedback in real-time to allow agents with NLP-driven advice to prioritize cases, communicate more effectively and improve their performance across multiple service delivery dimensions.
There is a strong opportunity today for companies to use artificial intelligence to enhance the efficiency of agents and increase overall customer experience. Agent versatility is essential. The use of AI to improve agent efficiency has increased by one-third (from 24 percent to 32 percent) since 2018, according to the new “State of Service” study by Salesforce.
With Support Logic Agent SX, when interesting events such as negative feelings are identified, professionals who communicate directly with clients can now display consumer emotions on their cases and set up alerts. They can also forecast the probability of an escalation in a situation.
Agent SX offers an easy-to-use console that provides backlog cases with context and feedback to maximize the consistency of responses from agents. It can also change potential caseloads and offers performance metrics and coaching in real-time.
Support Logic was initially developed by extracting underlying consumer sentiment signals from unstructured data using NLP and surfacing observations and forecasts to improve support ticketing systems. This intelligence is used by support managers and executives to prioritize and allocate cases to the correct agents to avoid escalations preemptively.
In the February update, new capabilities include:
Agent console: a modern support agent dashboard that offers constructive coaching
Continuous priority: real-time stack ranking cases based on urgency and consumer sentiment
Case guidance: prompt agents to respond on meaningful signals; ‘CRM case status’ powered separately from metadata
Predictive notifications: agents may subscribe to warnings, such as when a situation is likely to escalate.
We would have a multiplier impact on the value of Support Logic and boost our customer service experience by expanding the ability to anticipate and recognize the factors causing escalation and customer churn to all our agents.
In serving as the face of a company, support agents play a critical role. In a subscription business model, having a positive customer experience is crucial for preserving and expanding revenue streams,” said Krishna Raj Raja, Support Logic founder, and CEO. Today, for the first time, we are expanding our intelligence network to support agents directly so that they can provide an excellent service experience regularly.

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