For Employees
Keep it simple for customers to submit an information-rich case or, even better, find the answer and self-serve.
Simplify and streamline case creation for customers, increase case accuracy, and even deflect cases in the process – with intelligent, intuitive Case Assist forms and flows.
Keep it simple for customers to submit an information-rich case or, even better, find the answer and self-serve.
Route more cases to the right agents, with accurate and complete information from the get-go.
Our secure out-of-the-box connectors for Salesforce, ServiceNow, and Zendesk, make it easy to index cases and train the Case Assist machine learning models with your data.
Easily add Case Assist functionalities to case forms, chatbots, contextual help, Salesforce Lightning Web Components (LWC), and other experiences to deliver great customer self service virtually anywhere.
Set up your Case Assist experience in a matter of minutes. Choose your document suggestions and case classification, then preview your Case Assist configuration before going live.
Connect case assist analytics to broader support analytics to leverage deeper insights and get a fuller picture of your customer service journeys.
Based on an open-source, pre-trained sentence-transformer model (all-MiniLM-L6-v2), our machine learning models go beyond keyword extraction, considering context too, to better predict the categories of the case without customer action/input/effort.
Case Assist’s models can handle multiple fields for a case and understand the relationships between them. This improves the accuracy of predictions while eliminating the need to train a model per facet.
Our models come with an automated pipeline to tune them based on your case data – not generic data. This helps them learn and predict more efficiently. They’re also open source and have custom features.
Test your AI models and case deflection flow to see how they impact results before going live.