SOFTWARE
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SentiSum helps you reduce average handle time and resolution time by accurately routing support tickets to the right team or individual using AI-based text analytics.
"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."
Director of Customer Service, +$50m revenue fast-growth company
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.
Automate your support ticket tagging and report actionable insight with ease.
Automated, granular CSAT analytics—even when no explanation is provided.
Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.
Assign a particular agent or team depending on the topic of conversation.
Automatically turn angry reviews or social media comments into tickets to be handled.
Suggest the right response for the ticket, so agents can respond quickly and efficiently.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
