Unlock the recipe for 100% Auto Triaging!
CX quality in the US is down to a 3 year low as per the annual Customer Experience Index (CX Index™) survey from Forrester. The chart below tells the story!
Are we at IrisAgent surprised? Not really! While there are many reasons - the one that jumps out to us most is how shocking it is to see that most organizations do not get triaging right! When customers escalate - How often we hear stuff like,
“Well, we could never talk to anyone who actually understood our issue”
“Your self-service bot is no good!”
Most telling of all - “Don’t you have people who understand your products?”
The root cause - Incorrect Triaging. Triaging refers to the process of categorizing, prioritizing, and assigning incoming issues or incidents to the right subject matter expert - it can be a bot, a group of Subject Matter Experts (SME’s) or an individual. The good news - Thanks to AI - 100% Auto-triaging is here to help! In fact, all our customers start their support automation journey with 100% automated triaging.
So what is the recipe from IrisAgent? We deliver the following four capabilities, tightly coupled to ensure 100% auto-triaging no matter what CRM system you use!
AI powered tagging: We automatically tag all incoming tickets with our highly accurate and fast AI capabilities. Learn more on how we do it in another detailed blog post here.
AI powered prioritization: Our platform helps assign priority not just by the nature of the ticket but also customer sentiment and urgency, which often is more important.
AI Powered workflow rules engine: Our platform allows for rule-based algorithms to handle straightforward categorization, prioritization, and ticket assignment of tickets at scale. This allows for triaging to bots or agents. This is easily configured and administered using the low code/no code rules-based workflow engine.
Out of the Box CRM, DevOps and Engineering systems Integrations: Support spends time in CRM systems, DevOps in Application and network monitoring systems and Engineers in project management, collaboration and bug tracking systems. Triaging needs all these systems to talk to each other seamlessly in real-time. Iridagent connects leading CRM systems like Salesforce, Zendesk, Intercom, DevOps platforms like pager Duty and engineering systems like JIRA and Confluence from Atlassian - making100% auto-triaging possible.
Customers today expect effective, authentic and personalized experiences and 100% auto-triaging is Support Automation - we can call it all of these and more. Support automation starts with 100% auto-triaging! We would welcome the opportunity to showcase how we deliver 100% auto-triaging from IrisAgent AI Support Automation platform.
