Supportbench's AI capabilities empower businesses with advanced automation and intelligent case handling. With a robust AI configuration suite, companies can fine-tune AI operations to align with their unique workflows and requirements. This article provides an in-depth look at how to configure and leverage AI policies and operations effectively.
At the core of Supportbench's AI functionalities lies the AI Policy, which defines global AI-driven operations within your account. While Supportbench provides recommended default settings, businesses have the flexibility to customize AI policies according to their operational needs.
Supportbench offers a suite of AI-driven capabilities designed to enhance agent efficiency and improve customer service outcomes. Below are the primary AI features available for configuration:
When summarizing a case within the case view, administrators can define additional prompt instructions to tailor AI-generated summaries. This allows businesses to control the level of detail included in case summaries, ensuring critical data points are captured.
Example Configuration:
Ensure that customer full name and phone number are included in case summaries.
Highlight specific case resolution details for better historical tracking.
Supportbench AI can automatically generate case summaries by analyzing customer interactions, including emails, customer portal activities, and other touchpoints. This feature provides instant insights into cases without requiring agents to sift through extensive correspondence.
Benefits:
Saves time by summarizing case details in a concise format.
Provides immediate context to agents handling the case.
Enhances knowledge sharing among teams.
Beyond cases, AI also enables activity summarization by analyzing individual activities within a case. This feature not only improves case management efficiency but also enables Quality Assurance (QA) insights into agent-generated activities.
Why It Matters:
Helps managers assess agent communication quality.
Provides structured insights into case progression.
Enhances training opportunities by identifying best practices.
To ensure cases are addressed in a timely manner, Supportbench AI can automatically assign priority levels based on predefined priority names and AI-driven analysis of case descriptions.
How It Works:
If a case does not have a pre-defined priority, AI assesses the case details and assigns the most appropriate priority level.
Helps prioritize urgent customer issues without manual intervention.
Use Case Example: A critical infrastructure outage reported via email can be automatically assigned a High Priority designation, ensuring swift response times.
AI-driven issue assignment ensures that new cases are automatically categorized based on their descriptions. By leveraging natural language processing (NLP), Supportbench AI assigns the most relevant issue type without requiring manual classification.
Ensures case categories remain accurate.
Helps in generating more insightful reports on issue trends.
Reduces the time agents spend on administrative tasks.
Example:
A customer email mentioning a billing discrepancy is automatically categorized under "Billing Issues."
A support request regarding a software bug is classified under "Technical Support."
Tags play a crucial role in organizing and retrieving cases efficiently. Supportbench AI can auto-generate relevant tags for new cases, improving searchability and creating valuable data-driven insights through tag clouds.
Key Benefits:
Enables faster case retrieval for agents.
Supports trend analysis through tag-based case grouping.
Improves case routing efficiency.
Example Tags:
A case related to subscription renewal might be automatically tagged as Billing, Subscription, Renewal.
A feature request case might be tagged as Product Feedback, Feature Request, Enhancement.
Configuring AI settings in Supportbench allows organizations to harness the full potential of automation, reducing manual effort while improving response times and case accuracy. The ability to customize AI behaviors ensures that businesses can align automation with their specific operational needs.
✅ Increased Efficiency: Automates repetitive tasks, allowing agents to focus on higher-value interactions. ✅ Improved Accuracy: AI-driven case categorization and prioritization reduce human error. ✅ Faster Case Resolution: Agents receive immediate insights, enabling quicker decision-making. ✅ Better Reporting & Insights: AI-generated tags and summaries improve case tracking and trend analysis.
To configure your AI settings, follow these steps:
Navigate to the AI Configuration within the Supportbench Account Configuration.
Review the default AI policies and determine if adjustments are needed based on your business needs.
Customize Case Summary Prompts to ensure case summaries include the most relevant details.
Enable AI-driven Case and Activity Summarization for instant insights.
Configure Case Priority, Issue Assignment, and Auto-Tagging to enhance workflow automation.
Save your settings and monitor AI performance through real-time analytics.
AI-driven operations within Supportbench provide unparalleled support efficiency, offering automated insights, smart case management, and intelligent prioritization. By configuring AI policies effectively, businesses can streamline their customer support workflows, improve agent productivity, and elevate the overall customer experience.
Ready to enhance your support operations? Explore Supportbench AI today!
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