SOFTWARE
A productivity AI for customer service teams
We automate tasks that take you and your team hours each week. Our AI for customer service suite automates ticket tagging, auto-prioritises and routes tickets accurately, and completes a whole host of intelligent tasks that boost CSAT and reduce operating costs.
"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."
Director of Customer Service, +$50m revenue fast-growth company
How it works
SentiSum's core technology is a machine-learning based NLP engine.
It's designed to uncover ticket tag insights that are:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: It applies topics at a root cause level.
3/ Up-to-date: It surfaces new and trending issues.
You can trust them to underpin strategic change across your business.
P.s. We cover almost every language and contact channel (even voice).
AI customer service tagging
Get better 'reason for contact' insights from your tickets and report them in minutes with our support analytics platform.
Auto-suggest template responses
Reduce errors and speed up response times with intelligent template suggestions.
Route tickets efficiently
Blast through queues by getting requests in front of the right team instantly.
Why replace your existing tagging system?
Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.
Before SentiSum
- Tags are broad and require manual digging
- Tags become outdated so insight is missed
- Tags are based on 'keywords' = inaccurate
- Tags are applied inconsistently by agents
- Reporting is still time-consuming
After SentiSum
- Tags are granular and get to the heart of the issue
- Tag taxonomies are continuously up-to-date
- Tagging is machine-learning based = accurate
- Tags are applied consistently to 100% of your tickets
- Reporting is made simple with automation
- Tags can be trusted to guide triggers, automations and company-wide improvements
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.
How does AI for customer service reduce costs?
AI in customer service augments your team's abilities. The human element is essential to quality customer service, it requires empathy and problem-solving skills. So, when it comes to AI in customer service, the most powerful softwares do not aim to replace customer service agents, but aim to improve their productivity.
Menial tasks like tagging, routing and prioritise tickets can be automated easily with the latest developments in AI. Everything task that's automated shaves off 5-10 seconds per customer enquiry—which adds up quickly. With an effective automation suite, you can reduce employee headcount and still provide an excellent customer service experience, simply because each agent can solve more customer problems in a shorter time.
AI-powered support ticket analytics enable more powerful cost reductions. Our analytics uncover trending friction points which can be used to prioritise product, technical and operations roadmaps. By fixing the largest issues first, companies tackle customer churn and directly improve bottom line growth.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
See it in action
