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Harnessing machine learning to automate

the categorisation, prioritisation and scoring of cases

Artificial Intelligence

The In-gage artificial intelligence component – known as ‘Ivie’ – automatically categorises all new cases, gives sentiment and emotion scores to all emails and chats as well as automatically categorises incoming Customer Feedback. This all means your agents can focus purely on customer service, while Ivie takes care of the categorising, prioritisation and case admin in the background.



Automatic case categorisation for all new cases


The In-gage A.I. learns the cases categories assigned by human agents for all customer emails and learns the text used in the requests by customers. Ivie will then automatically assign the type of case when it is opened by the customer, allowing for efficient routing of cases inside your organisation.



Automatic Sentiment and Emotional scoring of all emails, chats


When it comes to sentiment and emotion scoring, the artificial intelligence reads all the email communications to and from the customer. Each sentence is scanned and scored for the prevailing sentiment and emotion used, then the results are rolled up so you can see the overall sentiment and emotions for each case, customer and agent. Once a case is closed, Quality forms are automatically created for each agent involved and scored based on the communications sent.



Automatic Customer Feedback Categorisation


Then for the automatic Customer Feedback categorisation, the A.I. reads the feedback comments from each survey, combining the analysis with the case type and NPS score. Ivie will then automatically assign the reason category immediately, allowing the feedback to be sent to any relevant departments or individuals. Agents and Managers see the top themes on their employee page to help guide areas they can improve on.

Who are In-Gage?

We started In-gage to solve the problem we had faced for over 20 years; Why would you offer a great experience, where is the monetary value and can it be proved?


So after years of learning from some of the best (Ritz Carlton, Hollister, Disney, Starbucks, John Lewis, Harvard and Umpqua Bank) we found a winning formula that once and for all answered the age old question what is the ROI of service and what levers do I need to pull to get generate more of these profits.


In-gage was designed to help Service and Sales teams prove the ROI through measuring key customer metrics and highlighting coaching opportunities. The app then brings this data in real-time to the people that count, to help them change behaviour and improve processes in a way that drives higher customer loyalty.


Our passion for customer and employee experience is the driving force behind our dedication to make the best app we can.


It is our goal to deliver $1bn in additional profits to our customers who utilise our app. We are on track to make this happen. Every customer we have had has made significant profit increases once that app has gone live.



“Today, in this age of the customer, companies that focus on customer success have the best chance of thriving in a connected world.”

Damilola Erinle
AVP Commercial EMEA, Salesforce



“In-Gage on the Salesforce platform brings great clarity to our customers’ feedback right down to an individual level and gives clear insights into the strategic operations of the company. The financial impact has been outstanding“

COO Fintech

Want to know more about our A.I.? Contact us:

We love what we do and our mission and vision drive us

to change the world one team at a time.

Not quite ready to chat?


We regularly host webinars on A.I. in Contact Centres – check out the next date below.

In our A.I. in Contact Centres webinar, we will look at how you can use A.I. technology to work with your current centre setup – from the super high tech to the everyday.


We’ll focus on machine learning and natural language processing as ways to improve your customer experience and assist existing staff. We’ll also cover tips and best practices on how you could integrate A.I. technology into your business.


This webinar will last about 25 minutes and you’ll take away at least 4 actions you can use to within your business.

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