In an ideal world all customer requests would be dealt with successfully first time by the most relevant teams, however, this isn’t always the case. There are processes, knowledge/skill gaps, and a lot of other variables that stop us from achieving First Contact Resolution.
Our Automatic Case Categorisation AI checks cases as they are raised, auto-categorises them and sends the case to the most relevant team or individual. This reduces wait times for customers, ensures agents are more informed, and improves service efficiency.
The AI is also able to prioritise cases based on the emotion and sentiment expressed by the customer as they create a case.
In-gage then uses Salesforce’s case handling and a set of analytics to track which cases are causing customer effort and internal effort. This not only allows you to see which processes cause customer frustration, but it will also allow you to identify skill gaps in the frontlines staff knowledge, meaning you can provide targeted training and coaching to improve your first contact resolution inside Salesforce.