SupportLogic aims to improve support staff retention with new agent coaching and assessment app
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“Our original platform is going to sit on top of the CRM system, and it’s going to pull all of this unstructured data from inside the ticketing system. And then it’s about using our artificial intelligence and our machine learning, natural language processing, to make sense of all of these things,” says Channel Manager and Director of Global Channels and Alliances at SupportLogic.
As companies continue to look for ways to overcome the “great quit” and talent skills gap, SupportLogic, a San Jose, Calif. company that CRN named one of the top 10 AI startups in vogue of 2021, has developed a new product to help both . This is called “agent coaching and evaluation,” also known as ACE. In a CRN interview, Dave Feliu, the company’s Head of Channels and Director of Global Channels and Alliances, explained how the product works.
“It will be a module within our existing SupportLogic SX platform. And what it’s going to do is streamline the whole case review process. This will allow a support manager to identify and frame the most relevant cases in real time,” said Dave Feliu, Channel Manager and Director of Global Channels and Alliances at SupportLogic.
ACE brings real-time coaching to life by sifting through all user cases, reviewing them and selecting a variety of positive, negative and neutral interactions.
“Our native platform is going to sit on top of the CRM system, and it’s going to pull all of this unstructured data from inside the ticketing system. And then it’s about using our AI and machine learning, natural language processing to make sense of all these things,” Feliu said.
This analysis of unstructured data helps partners internally and externally.
“I’m very excited to use it as I can see the utility in our various operations centers around the world… There are really two things. The first is that it analyzes 100% of all customer support interactions, which is extremely important to get a very complete view of what is going on. The other piece is to act as a coach for agents so you can educate them and enable them to provide better customer support to their customers,” said Hal Kalechofsky, vice president of customer value solutions at Genpact.
The new feature set frees partners and customers from what was previously a manual, time-consuming task and benefits the workforce.
“Having this automation using AI and machine learning is essential for two reasons. It will help with customer satisfaction and agent retention… Everyone knows there is a huge industry churn, big quits, etc. By coaching your agents better on the support side, they’ll be more satisfied with their jobs,” Feliu said.
“It’s very important to get the best metrics on our customer support interactions and use them to be able to train people to do better. And I think it also helps people feel more fulfilled in their work,” Kalechofsky said.
According to SupportLogic, ACE includes sample topics and a simple tool to build and deploy
case assessment rubrics and provides managers with an “agent’s scorecard” to track
agent’s progress and to provide ongoing coaching and monitoring of agent quality.
“It was kind of a natural transition, to let go of the things that we were doing really well and now embrace that because it was a necessity,” Feliu said.