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Resolving a customer service issue during the first contact and within minimal time helps organizations with increased customer satisfaction (CSAT) and reduced operations cost. Typically, in a customer service organization, experienced customer service agents or subject matter experts (SMEs) resolve issues faster based on knowledge or experience gained over a period of resolving similar issues. If agents get a case outside their areas of expertise, transferring the case to an expert agent or consulting an SME leads to increased customer effort and call handling time, resulting in reduced CSAT.

Intelligent insights on similar cases help customer service organizations empower agents with knowledge and expertise that was otherwise available only with experienced agents. Suggestions on similar cases help in leveraging resolution steps across the organization, thus making an inexperienced agent as productive as an experienced one.