Context/Issue Prediction
Real-time prediction of the context/issue of the customer interacting over assisted and unassisted care based on the customer’s own data, that of peers and past interactions.
Next Best Agent
Automatic routing of inbound interaction from a customer to the Next Best Agent based on the current customer’s persona and the agent’s past performance in resolving queries for such persona.
Proactive Anomaly Prediction
Actionable Insights on customer issues based on customer’s historical and recent usage and past interactions over care touchpoints.
Next Best Channel
Identify the most effective channel for follow-up with each customer. By leveraging channel affinity scores based on interaction history, device profile, and usage contexts, businesses can ensure more personalized and efficient communication.
Next Best Resolution
Real-time prediction of the best resolution mode for customers in both assisted and unassisted care, with probability scores for each option to enhance efficiency.
