Top Features 

1. Display customer sentiment indicators for a case 

The sentiment indicator on a case shows at a glance what the customer’s sentiment is around that specific case. This enables agents and supervisors to quickly see where issues might emerge and where to take immediate action. Bringing together sentiment derived from email, chat, and phone conversations into one clear indicator helps with setting the right priorities and making better service decisions. Because this sentiment is directly visible in forms and lists, it takes less time to assess interactions, allowing agents to work faster and more effectively, which ultimately improves overall service quality. 

2. Validate knowledge and process compliance with evaluations 

The introduction of AI in Customer Service makes a reliable knowledge base increasingly important. However, removing outdated knowledge articles and keeping relevant information up to date is time-consuming. With the new feature ‘Validate knowledge and process compliance with evaluations’, this process can be accelerated. 

The use of knowledge sources by the quality evaluation agent helps organizations ensure that customer service employees use the correct, approved knowledge articles, scripts, and documented business processes. 

By running quality evaluations on trusted knowledge sources, supervisors can reduce risks, improve compliance, and maintain consistent service quality across teams. 

What’s in it for you? 

Customer Service agents 

Employees can more easily see what the customer’s sentiment is around a case. This helps them set the right priorities and make better service decisions. In addition, it takes less time to review interactions. 

Supervisors 

With the indicator, supervisors can more quickly identify where issues are likely to arise and take immediate action. 

The quality evaluation agent supports supervisors in ensuring that employees in customer service use the correct, approved knowledge articles, scripts, and documented business processes. This enables supervisors to reduce risks, improve compliance, and maintain consistent service quality across teams. 

Why act now? 

The impact is low, this functionality is easy to add, and the value delivered is relatively high. The support of the quality evaluation agent for knowledge base articles can save a significant amount of time, while the organization itself remains fully “in control”.