NEWS FROM OUR PARTNER THE EXCHANGE SEARCHUNIFY SUMMER 2021 What are some of the ways Vishal Sharma: As with any support role, there will be situations AI can help support agents where you’ll encounter case escalations. What can you do to help prioritize incoming cases? support agents prioritize their incoming cases appropriately? With SearchUnify’s Escalation Predictor, AI can help by analyzing the nature and severity of incoming cases in Service Cloud in real time and enable agents to prioritize them proactively based on sentiment and escalation probability. Do you think there is Vishal Sharma: Yes, of course! Not every case and support agent a correlation between are the same, and it’s important that they are strategically matched for case assignment and optimal customer satisfaction without increasing customer wait and case customer satisfaction? resolution times. With an AI-backed solution such as SearchUnify, it leverages natural language processing (NLP) and natural language understanding (NLU) to identify words and phrases and matches them to historical cases ultimately ensuring new cases and the appropriate support agent are matched appropriately. Read more about how SearchUnify helps transform the customer experience. How can AI help Vishal Sharma: We know support agents try their best to answer support agents answer customer questions as quickly and as accurately as possible, but with customer inquiries faster an excess amount of information it can become complicated. At times, and more accurately? support agents will have to rely on multiple sources such as databases, manuals, and even other agents while the customer waits on hold to find the information they need. SearchUnify’s Agent Helper provides support teams with a unified view of case-resolving information for their specific case, thus reducing support turnaround time. Elevate end-to-end agent Read how SearchUnify helped one of its customers increase agent workflows with AI productivity by 15%. Why is having established Vishal Sharma: We can’t stress enough the importance of not having knowledge bases (KBs) to reinvent the wheel. For every question asked, a support agent has important for support likely solved that question or something similar in the past. This is why agent workflows? having an established KB that agents can quickly reference is important. Consumers are embracing newer Many technology stacks operate as cognitive platform like AppExchange KBs need to be up to date and exhaustive. But as an agent resolves contact channels at a rapid pace. siloed entities that have limited partner SearchUnify’s solution. a new issue, they might move on to the next case without creating Naturally, this motivates companies to scalability and don’t “talk” to each other. SearchUnify uses the power of AI to a KB article. SearchUnify’s Knowledge-Centered Service (KCS) Enabler invest in new technologies for each This leads to a strained connection support agent workflows. We chatted uses machine learning to analyze the incoming case and creates an channel. While these investments bring between the agent and customer. with Vishal Sharma, Chief Technology article using a predefined template. The agent can then save it as operational efficiencies and cost Officer at SearchUnify, to learn how AI a draft, or review and publish. The published article can be attached savings, they can actually hurt the Salesforce users can overcome the silo can help support agents. to any case and edited by other agents. overall quality of customer service. challenge with the help of a unified Learn more FROM SEARCHUNIFY ABOUT USING AI FOR SUPPORT AGENT WORKFLOWS.