Customer service task automations that allow agents to focus on the customer

Save hours of time per agent with customer service task automation solutions like auto-tagging, auto-prioritisation, and auto-routing. Allow agents to forget the manual repetitive tasks and focus on delivering human-customer care.

Customer support ticket analytics and insights using AI automation

"No more tagging, just root cause insights on-demand. Every team has started using support insights!"

Director of Customer Service, +$50m revenue fast-growth company

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What it looks like to use machine learning tagging in your customer support system

How it works

SentiSum is built using machine-learning based NLP. It's designed to understand and tag customer contacts in a way that's:

1/ Accurate: It tags based on meaning, not keywords.

2/ Granular: Tags get to the root cause of the topic.

3/ Real-time: Everything happens in milliseconds.

You can trust SentiSum tags to underpin strategic change across your business.

P.s. We cover 100s of languages and channels (even voice.)

Repetitive? Manual? No more.

Customer Service Task Automation tools | SentiSum automations

Automate support ticket tagging

SentiSum's auto-tags tickets in your help desk with accurate topic and priority tags in real-time. We make insights from every ticket easy to access, so you can report on tags in minutes and drive company wide improvements.

Customer service routing automation

There's no longer any need to rely on customer's self-tagging or an agent manually tagging tickets. Blast through queues by getting requests in the right inbox automatically, in real-time.

Customer service routing automation
Prioritise tickets as they come in.

Prioritise tickets as they come in.

Prioritisation is an important customer service automation solutions to have in your belt. Not every customer request is equal, and with sentiment analytics-powered prioritisation, you'll know which tickets are most important automatically.

Tickets can often get lost in a large queue, with SentiSum's prioritisation automation you'll never miss important tickets. In fact, you'll significantly reduce first response time to those tickets.

Why replace your existing tagging system?

Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.

Before SentiSum

  • Tags are broad and require manual digging
  • Tags become outdated so insight is missed
  • Tags are based on 'keywords' = inaccurate
  • Tags are applied inconsistently by agents
  • Reporting is still time-consuming

After SentiSum

  • Tags are granular and get to the heart of the issue
  • Tag taxonomies are continuously up-to-date
  • Tagging is machine-learning based = accurate
  • Tags are applied consistently to 100% of your tickets
  • Reporting is made simple with automation
  • Tags can be trusted to guide triggers, automations and company-wide improvements

All your channels under one roof

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.

How AI can improve customer service?

Customer service is one of the most important aspects of any business. However, it’s also one of the most expensive and time-consuming.

SentiSum is a customer service AI analytics system that can be used to automate routine tasks, freeing up your agents for more complex issues. It does this by analyzing text conversations using artificial intelligence in order to determine what kind of response would be appropriate for each situation. This allows you to provide better customer service at a lower cost than ever before!

SentiSum offers an affordable solution that will allow you to improve your customer experience without sacrificing quality or efficiency. Simply use our analytics as part of your current customer support workflow, and watch as we help reduce costs and increase revenue!

Must-reads

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SOFTWARE

You must test an AI-analytics tool on your own data.

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Impact of AI tagging Image
IMPACT

How to use ticket tags across your organisation.

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Machine learning ticket tagging
TECHNOLOGY

Machine learning vs. Keyword tagging

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"It really helps us understand not only what our customers are saying but how they are feeling."

Sean Mckee

Director of CX & eCommerce

See it in action