You can set automatic checks to detect certain types of behaviors or emails automatically. For example, you can classify a given email address as a VIP client to flag tickets issued by this address as such. You can use sentiment analysis, a powerful tool that instantly categorizes everything as positive, negative or neutral, and take action as it happens.
Inbenta Case Management can analyze the content of a ticket and provide a series of possible answers from the Knowledge Base’s FAQs, so that agents can respond quickly and with the appropriate information. However, you always remain in control: tickets are not answered automatically; the system makes suggestions and agents then decide whether to use these suggestions in their reply or not. No more unresolved tickets sitting in queue for hours on end: for customers, this means very short wait times, faster agent response and a great self-service experience.