Automatic Case Categorisation

Automatically categorise cases, prioritise by customer emotion/urgency and track the efficiency of agents/processes to maximise first contact resolution.

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Meet our Service Efficiency Tool

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.

Features

  • First Case Resolution

  • Customer Re-open Rate

  • Internal Hand-off Rate

  • Time to First Response

  • Time to close

  • AI Case Type Categorisation

  • AI Case Emotion & Sentiment Categorisation

  • Case Language Identification

Benefits

  • Understand the efficiency of your service teams
  • Understand where customer requests are not being completely fulfilled
  • Understand where employees are unable to help the customer
  • Understand individual response rates
  • Understand the ‘age’ of the case
  • Auto-Categorisation and routing of cases to the most relevant teams
  • Identify the emotion and sentiment of customers and prioritise cases
  • Identify 100+ languages & route to territory/language-specific team

3 Ways to In-gage with us

Download a Product Sheet
Download
Watch a 60 second demo
See the demo
Book a Discovery Call
Get in touch

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