‘SimCase’ – NLP and AI based similar cases suggestions in CRM
The channels businesses use to communicate and serve the customers have changed over time. Modern businesses have added electronic communications to the mix, including telepho ne, email, live chat, and social media. As the number of contact points has increased, the challenge of aggregating and organizing that data has also increased. While the challenge of managing that data has grown, the importance of maintaining customer support has always existed.However, CRM support for customer service has a primary role because customer service blends marketing, sales, support, and retention efforts. A standardized set of data points is key for customer service managers to gain actionable insights. With more data, better quality data, and increased access to data for relevant team members, customer service managers can have data-driven solutions to improve the performance of customer service departments.
‘SimCase’ – NLP and AI based solution provides similar cases suggestions in CRM to help customer support agents be more proactive, efficient and productive when handling customer queries and cases.
With SimCase the support agents
- Get similar cases when working on any case in a CRM system.
- It leverages legacy data to find similar matching cases with description/subject as well as images helping agents get right solution in quick time. This saves time and ensures accurate resolution is provided to customer with the help of legacy data.
- Natural Language Processing (NLP) verifies matching cases within legacy case data in the system to give best case match and recommendations to the person working on support cases.
- Artificial Intelligence (AI) checks for images within legacy case data to predict most accurate cases that should be used for solving customer queries and concerns. It helps find identical and manage repetitive cases quickly.