Agent suggestions for similar cases


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Aug 3, 2020 - Oct 1, 2020

Business value

Agents typically use several resources to efficiently resolve customer cases and provide consistent responses. These include referring to knowledge articles, collaborating with other agents or experts, and reviewing active or successfully resolved similar cases. With the use of AI, suggestions about similar cases help agents find the right solutions quickly, increase agent productivity, and provide better and faster service to customers.

Feature details

Very often, agents spend time searching and scanning for similar cases to determine if they are relevant to the active case they are working on. This delays customer service and resolution time. With AI, we can proactively suggest the right cases by parsing through thousands of cases, taking case context and previous history into account. Additionally, agents can also see and collaborate with the agents who serviced those cases and are considered as experts.

The key highlights of this feature include:

  • AI-driven case suggestions based on case context and historical success rate.
  • Secondary actions that agents can take, such as collaborate with an expert, after a similar case has been found.
  • Continuous improvement of the recommendation model through comprehensive feedback mechanism.

See also

View AI-suggested similar cases and knowledge articles (docs)