San Jose, CA, USA, Feb. 10, 2021 -- SupportLogic, a continuous service experience (SX) platform, announced the launch of Agent SX with its February product release. SupportLogic Agent SX delivers real-time coaching and feedback to enable agents with NLP-driven recommendations to prioritize cases, collaborate more efficiently and improve their performance across multiple dimensions of service delivery.
Today, there's a clear opportunity for organizations to utilize artificial intelligence to improve agent performance and enhance overall customer service. Agent agility is key. According to the latest "State of Service" Report by Salesforce, the use of AI to boost agent productivity has risen by one-third (from 24% to 32%) since 2018.
With SupportLogic Agent SX, professionals that engage directly with customers can now view customer sentiments on their own cases and set up alerts when interesting events such as negative sentiments are detected. They can also predict the likelihood that a case may be escalated.
"SupportLogic Agent SX gives us a 24x7 coaching and decision engine for our entire support team," said Giri Iyer, SVP Global Customer Support and Success, Rubrik. "By extending the ability to predict and understand the factors driving escalation and customer churn to all of our agents, we will get a multiplier effect on the value of SupportLogic and improve our customer service experience."
"Support agents play a critical role in serving as the face of a company. Providing a positive customer experience is critical to protect and expand revenue streams in a subscription business model," said Krishna Raj Raja, founder and CEO of SupportLogic. "Today we are extending our intelligence platform for the first time to directly help agents so that they can deliver an exceptional service experience on a daily basis."
SupportLogic Agent SX leverages the core SupportLogic SX Platform and also augments a company's investments in support ticketing systems and collaboration software.
Veronica Silva Cusi, news correspondent
SupportLogic delivers the world's first continuous service experience (SX) platform that enables companies to understand and act on the voice of the customer in real-time to immediately improve service delivery and build healthy and profitable customer relationships. SupportLogic SX uses AI to extract and analyze customer sentiment signals from both structured and unstructured data across multiple service channels and provides recommendations and intelligent collaborative workflows.
Published: Thursday, February 11, 2021
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