Workforce Management Featured Article
AgentSX by SupportLogic Brings 24/7 AI Coaching to Customer Service Reps
Service experience platform SupportLogic has announced the release of AgentSX, a new solution for it’s customer service platform that enables agents to receive live coaching from adaptive artificial intelligence
Remote service has taken the world by storm since the start of the pandemic, and businesses are searching for training solutions that enable agents to improve performance off location. Advances in AI have made it easy to receive real-time feedback from monitoring software so improvements can be made instantly, without the assistance of management. In fact, the “State of Service Report” by Salesforce claims that the use of AI to boost agent productivity has risen from 24% to 32% since 2018.
AgentSX provides customer service representatives with the ability to access live data to understand their performance. Agents will now be able to view the customer sentiments that are logged, allowing management and agents to strategize for a better customer experience.
“SupportLogic Agent SX gives us a 24×7 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.”
New features also include continuous prioritization, which ranks cases in real-time based on urgency, as well as alerts that notify agents when a situation might escalate. SupportLogic hopes that customer service centers will be able to better prioritize customer service calls, and give management better ideas on how to assign agents to specific call requests.
Edited by Maurice Nagle
