Скачать с ютуб AI-Powered Case Routing for Better Support: How SupportLogic Predicts the Best Agent for Every Case в хорошем качестве

AI-Powered Case Routing for Better Support: How SupportLogic Predicts the Best Agent for Every Case

AI-Powered Case Assignment: Smarter, Faster Support with SupportLogic Routing Agent Case routing isn’t just about queues and rules — it’s about delivering efficient, personalized support at scale. In this in-depth product session, Krithika Manohar, Product Leader at SupportLogic, reveals how our AI-powered Routing Agent transforms case assignment with precision, transparency, and control. 🔍 Discover how SupportLogic enables intelligent case routing with: 🔁 Multimodal matching across 5 key signals: skills, bandwidth, customer history, time overlap, and assignment penalties 🧠 AI-driven skills extraction using historical data and ontology-based manual updates 🛡️ Agent bandwidth control to prevent burnout with smart limits and backlog sensitivity 🧭 Customer context awareness powered by sentiment, effort, escalation risk, and more ⚙️ Flexible modes: Manual or automated routing using the same powerful AI logic 🌐 Virtual queues and teams based on geography, product, entitlement, or strategic priority 🕒 Shift-aware assignment ensures global coverage with local availability 📊 Full transparency with model scores and audit trails explaining every recommendation 🚀 Live product demo includes: Routing setup & CRM integration Real-time bandwidth calculations Case re-routing and reassignment Manual override & hybrid workflows 🎯 Proven Results: Customers like Coveo have achieved: 53% reduction in MTTR 56% fewer escalations 31% increase in same-day resolution 👉 If you're in SupportOps, Customer Experience, or Support Leadership, this session is a must-watch to scale support operations without sacrificing quality. #CaseRouting #AIinSupport #SupportLogic #SupportAutomation #CustomerExperience #AgentWorkload #CRMIntegration #SupportOps #B2BSupport #CaseAssignmentAI #PredictiveSupport #SupportLogicDemo