Customer service task automations that allow agents to focus on the customer

Save hours of time per agent with customer service task automation solutions like auto-tagging, auto-prioritisation, and auto-routing. Allow agents to forget the manual repetitive tasks and focus on delivering human-customer care.

Customer support ticket analytics and insights using AI automation

"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

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Support ticket prioritisation

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).

Repetitive? Manual? No more.

Customer Service Task Automation tools | SentiSum automations

Automate support ticket tagging

SentiSum's auto-tags tickets in your help desk with accurate topic and priority tags in real-time. We make insights from every ticket easy to access, so you can report on tags in minutes and drive company wide improvements.

Customer service routing automation

There's no longer any need to rely on customer's self-tagging or an agent manually tagging tickets. Blast through queues by getting requests in the right inbox automatically, in real-time.

Customer service routing automation
Prioritise tickets as they come in.

Prioritise tickets as they come in.

Prioritisation is an important customer service automation solutions to have in your belt. Not every customer request is equal, and with sentiment analytics-powered prioritisation, you'll know which tickets are most important automatically.

Tickets can often get lost in a large queue, with SentiSum's prioritisation automation you'll never miss important tickets. In fact, you'll significantly reduce first response time to those tickets.

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 AI can improve customer service?

Customer service is one of the most important aspects of any business. However, it’s also one of the most expensive and time-consuming.SentiSum is a customer service AI analytics system that can be used to automate routine tasks, freeing up your agents for more complex issues. It does this by analyzing text conversations using artificial intelligence in order to determine what kind of response would be appropriate for each situation. This allows you to provide better customer service at a lower cost than ever before!SentiSum offers an affordable solution that will allow you to improve your customer experience without sacrificing quality or efficiency. Simply use our analytics as part of your current customer support workflow, and watch as we help reduce costs and increase revenue!


Making the case


What to look for in an AI for CX analytics tool

Read here

How AI tagging has cross-functional impact

Read here

Why ML-based tagging is better than keyword

Read here
“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