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SOFTWARE
Accurately triage support tickets in real-time with SentiSum text analytics integration. Save your team hours of time sorting and routing support conversations.
"We've saved hours of time and significantly improved our customer's experience thanks to SentiSum."
Director of Customer Service, +$50m revenue fast-growth company
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SentiSum's AI-engine applies granular 'reason for contact' tags to every support ticket.
Whatever the channel–voice through to live chat—we'll push topic tags back to your help desk so tickets can be routed to the best team or individual's inbox in real-time.
Some topics are complex. Some are time sensitive. Some just require a specific skillset.
With SentiSum, these cases will be automatically routed to a specific team or individual so they can handled efficiently.
In no time, you'll see reduced average handle time and improvement to your customer's satisfaction levels.
Routing tickets to the right team, the first time, improves your customer's experience by reducing the time-to-resolution.
Your agents will have the right tickets in their queue to handle, so they can resolve tickets faster.
Create teams of agents specialised in particular topics or skills. Route them tickets they've seen before to create efficiencies in your support department.
Improve customer experience by creating product-specialised teams, allowing them to work closely with product managers.
SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.
“We can now proactively identify negative feedback, respond to it, and fix issues.”
Jack Ames
Contact Centre Manager
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