Customer Triage: Automatically prioritize incoming webchat and emails.
As customer service processes have been pushed to the limits, there has been a shift from voice to webchat, webforms and emails to reduce call volume. However this has brought its own challenges.
PrediCX Auto-Triage enables you to prioritise and automatically handle customer interactions for faster resolution. These could be complaints, customer issues and recurring feedback. The result? Reduced demand on your agents and faster escalation of key interactions…all automated and in near real time.