Intelligently auto-route support tickets to the right team

Accurately route support tickets in real-time with our AI. Save your team hours of time sorting conversations and reduce first response time to tickets that matter most.

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What it looks like to use machine learning tagging in your customer support system

Automatically route tickets based on topic and sentiment

SentiSum's AI-engine applies granular 'reason for contact' tags to every support ticket.

Whatever the channel–voice through to live chat—we'll push topic tags back to your help desk and route conversations to the right place in real-time.

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Benefits of ticket routing AI

Handle request efficiently

Some topics are complex. Some are time sensitive. Some just require a specific skillset.

With SentiSum, these cases will be automatically routed to a specific team or individual so they can handled efficiently.

In no time, you'll see reduced average handle time and improvement to your customer's satisfaction levels.

Reduce First Reply Time by 46%

Sentisum's automated routing reduced first reply time to important tickets by 46% for James Villas.

Our triage helps you auto-prioritize based on urgency, sentiment and topic, so you can resolve tickets faster.

Read the James Villas case study here to learn more.

Build teams around problems

Create teams of agents specialised in particular topics or skills. Route them tickets they've seen before to create efficiencies in your support department.

Improve customer experience by creating product-specialised teams, allowing them to work closely with product managers.

All your channels under one roof

SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.

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