Resolve CSM cases faster with Artificial Intelligence
Reviewing and resolving issues can be a highly manual and time-consuming activity. This holds agents back and delays value to internal or external customers.
Artificial Intelligence can understand the context of an issue to help solve it faster. Providing relevant information to the agents, it can help you achieve better service and experience for your customers!
No need for complex data pipelines, the intuitive administration experience guides you along the way without the need for a data science background.
Overview
Task Intelligence helps agents solve issues faster with AI-powered automation.
Its intuitive setup empowers your teams to deploy AI use cases that provide the most value for your business.
Key highlights
- Solution-first approach: Start from defined use cases with powerful, tailored models and end-to-end integration in your workflows.
- Quick value realization: The guided experience significantly reduces the time and effort to deploy AI.
- Empowering the agent: With flexible deployment options, you can provide the level of control you feel the most comfortable with.
Task Intelligence helps structure incoming issues to route them efficiently for faster resolution
Getting started
Task Intelligence is available for Customer Service Management
The following solutions are available, to set them up, navigate to Task Intelligence for Customer Service > Setup:
Predict case field choices to reduce handle time
Use your data to predict the value of case fields, with or without attachments.
The prediction is made when a case is created, an email is received or an interaction is created.
It can be deployed as recommendation, autofill or in the background only.
It supports 4 languages: English, French, German, Spanish.
Data requirements: at least 10,000 records.
Find more details on how to get started in this article Task Intelligence Case Field Prediction Start Guide.
Predict case sentiment to improve CSAT
It's a pre-built model that doesn't require to be trained, to predict the sentiment of a case (Positive, Neutral, Negative).
The prediction is made when a case is created and updated.
It can be deployed to fill the values of the 2 sentiment fields (current sentiment and sentiment over time) or in the background only.
It supports English only.
Predict case language to improve assignments
It's a pre-built model that doesn't require to be trained, to predict the language of a case from the 22 supported languages.
The prediction is made when a case is created.
It can be deployed to fill the language field and/or add the language as a skill to the case or in the background only.
To go further, learn more in the Task Intelligence CSM - Email to Case - Implementation Guide.
Considerations
| Plugins and Entitlement |
CSM PRO is required. Plugin: Task Intelligence for Customer Service. This application automatically activates the following plugins: Additionally, for Language Detection, the following are required: |
| Roles |
The admin role is needed for plugin installation. Grant users the Task Intelligence Admin [tia_admin] role to create, edit, and monitor all Task Intelligence models. Find out more about roles in the docs. |
| Self-Hosted and regulated market |
Task Intelligence is available for most regulated market data centers. Task Intelligence is not yet available for self-hosted customers. |
References
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Documentation |
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FAQ |
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