Service AI Suite is a complex solution for Creatio that empower your customer service processes. Cutting edge AI instruments toolset, that will help you track and improve customer experience. AI content generation will speed up customer communication processes.
Deep integration into Creatio Customer Service processes
Detect and highlight cases with negative emotions
End-to-End translation for multilangual communications
Track customer success and agents attitude
Text Generation and Rewriting tools
Use the AI to compose generic articles and texts
Get on Creatio Marketplace
Cases AI Analysis
Detect particularly problematic and dissatisfying customer cases
With Conversation Analysis, all conversations from your chats and cases are analyzed to identify any instances of negative emotions and language from customers or agents. When such instances are found, a comment is created about the situation in the corresponding case or chat.
End-to-end translation in cases conversation allows your customer to interact with your team in their native languages. It will reduce costs on multilangual service team and enhance performance.
Chat Conversation Analysis
Detect unsatisfied customers and impolite agents
You can't read all the conversations between customers and your service team, but AI can. Every chat conversation will be analyzed to find if the customer's issues was resolved, and check whether service agent was polite and friendly.
Negative customers feedbacks on some responses (CSAT rate 56)
High First Reply Time (FRT 2h 19m 51s)
High amount of unresolved tickets due to discommunication
Low First Contact Resolution rate (FCR 47)
Service AI Suite installed for 12 seats (10 agents + 1 supervisor + 1 manager)
General user problems was turned into AI-generated Knowledge Base articles
Configured End-To-End conversation translation for the worldwide support mailboxes
Configured AI analysis
Case conversations & Emotions
Language rates & Emotions
Positive emotion rate per agent
62% of all the cases were automatically translated from foreign languages. Correct translation helped to resolve 16% more cases with the first contact. Responses for 10% cases were produced by AI generation, those customers get responses in about 10 minutes.
Analysis of 100% case conversations allowed to find negative and positive emotions, even if customers didn’t give any feedback.
Supervisors have to check 20% less cases, because AI analysis highlights potentially problematic cases, this change helped users to concentrate on their main tasks.