Customer Service Insights
Customer Service Insights is a suite of reports that provides an overview of a servicing center. It allows for AI categorization and grouping of cases to identify patterns and reduce bottlenecks. The tool also highlights areas where FAQs or virtual agents can be created for frequent case categories. While it is not suitable for all support users, service managers can benefit from the insights it provides. The data is refreshed daily, and the tool can be integrated with Power BI for generating custom reports. The article also provides information on setting up Customer Service Insights and configuring the data mapping, case title cleaning, topic granularity, and exporting data features.
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