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.
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.
Automated tagging engine
Extract granular, actionable insight from customer conversations.
Auto-prioritisation and triage
Route and prioritise tickets based on their topic and sentiment.
Monitor reviews & social comments
Automatically turn angry reviews or social comments into tickets.
Survey data analysis
Understand the topic and sentiment of 100% of CSAT & NPS surveys.