35% case tickets closing rate, without human intervention
35% case tickets closing rate, without human intervention
35% case tickets closing rate, without human intervention
Automaise developed a categorization solution that translates into an intelligent workflow able to classify, distribute, prioritize and close a wide range of diverse tickets.
About the project:
SonaeMC is the owner of Continente one of the largest retailers in Portugal with more than 2 million followers on Facebook. The service team deals with more than 12k interactions per month. In 2019 it was time for the brand to give its users an improved e-shopping experience. Continente wanted to provide customers with a seamless experience, enabling them to self-serve and obtain a faster and more reliable experience.
What we did:
Sonae MC Main Achievements using AI in Customer Service
80%+ categorization accuracy
From 0 to 20% deflection in 8 weeks
Optimized headcount efficiency
The challenge
Support operators struggle with heavy loaded inboxes .
A solution was needed to improve the management of case tickets (e.g. emails, contact forms, etc), handled in Salesforce.
The solution
Automaise developed a categorization solution that translates into an intelligent workflow able to classify, distribute, prioritize and close a wide range of diverse tickets.
AI Response generation became determinant to increase the performance of the solution deployed.
The agent’s work interface remains unchanged as all the operations are still executed in Salesforce environment, powered by Automaise.
Impact:
35%
Case tickets closing rate, without human intervention
80%+
categorization accuracy
From 0 to 20%
deflection in 8 weeks
About the project:
SonaeMC is the owner of Continente one of the largest retailers in Portugal with more than 2 million followers on Facebook. The service team deals with more than 12k interactions per month. In 2019 it was time for the brand to give its users an improved e-shopping experience. Continente wanted to provide customers with a seamless experience, enabling them to self-serve and obtain a faster and more reliable experience.
What we did:
Sonae MC Main Achievements using AI in Customer Service
80%+ categorization accuracy
From 0 to 20% deflection in 8 weeks
Optimized headcount efficiency
The challenge
Support operators struggle with heavy loaded inboxes .
A solution was needed to improve the management of case tickets (e.g. emails, contact forms, etc), handled in Salesforce.
The solution
Automaise developed a categorization solution that translates into an intelligent workflow able to classify, distribute, prioritize and close a wide range of diverse tickets.
AI Response generation became determinant to increase the performance of the solution deployed.
The agent’s work interface remains unchanged as all the operations are still executed in Salesforce environment, powered by Automaise.
Impact:
35%
Case tickets closing rate, without human intervention
80%+
categorization accuracy
From 0 to 20%
deflection in 8 weeks
About the project:
SonaeMC is the owner of Continente one of the largest retailers in Portugal with more than 2 million followers on Facebook. The service team deals with more than 12k interactions per month. In 2019 it was time for the brand to give its users an improved e-shopping experience. Continente wanted to provide customers with a seamless experience, enabling them to self-serve and obtain a faster and more reliable experience.
What we did:
Sonae MC Main Achievements using AI in Customer Service
80%+ categorization accuracy
From 0 to 20% deflection in 8 weeks
Optimized headcount efficiency
The challenge
Support operators struggle with heavy loaded inboxes .
A solution was needed to improve the management of case tickets (e.g. emails, contact forms, etc), handled in Salesforce.
The solution
Automaise developed a categorization solution that translates into an intelligent workflow able to classify, distribute, prioritize and close a wide range of diverse tickets.
AI Response generation became determinant to increase the performance of the solution deployed.
The agent’s work interface remains unchanged as all the operations are still executed in Salesforce environment, powered by Automaise.
Impact:
35%
Case tickets closing rate, without human intervention
80%+
categorization accuracy
From 0 to 20%
deflection in 8 weeks
