Understand customers and spot support trends
CS teams are often overwhelmed by the sheer volume of incoming tickets. Our platform tags conversations automatically, so you get instant insights into what causes tickets, low CSAT scores, gaps in your help centre, and more.
To keep up with customer support expectations, you need data
Customers expect increasingly high levels of service. As ticket volumes rise, you risk losing sight of what’s causing customers to reach out. Add AI automation today, and get insights into trending tickets, instantly.
Tag tickets with 99% accuracy
Automate ticket tagging with an accuracy of 99% or higher and get better insights in to ticket types.
Continuous improvement
Continuously improve your AI support based on the insights it provides on tickets.
Identify trends in customer queries
Automatically detect patterns in why customers are reaching out, so you can address common issues effectively.
Discover topics ready for automation
Find out which customer inquiries can be automated, and focus human efforts where they’re needed most.
Tag & route tickets automatically
Let AI accurately categorise your support tickets and either respond automatically or route certain tickets to human agents.
Identify root causes of inquiries
Figure out what issues are leading to incoming support tickets and uncover potentially hidden trends.
Continuously improve your knowledge base
Discover potential gaps in your knowledge base, help centre and website content and get help filling these gaps.
Make informed strategic CX decisions
Get insights into the state of your current CX. Use it to build your CX strategy on actual data, instead of guesswork.
Step 1
Define relevant topics for you to keep track of in natural language.
Step 2
Get insight into topic assignments and evaluate alignment with business objectives.
Step 3
Optimise topic descriptions to optimise performance.
Step 4
Understand automation rates per topic and drill down into unresolved tickets to understand where to improve.
Step 5
Improve and iterate your automation based on these insights.
FAQs
We’ve gathered the answers to some of the most frequently asked questions we get about using AI to understand inquiries and get insight into support trends, below.
Still have a question? Make sure to reach out to our team of CX and AI customer service automation experts. We’re here to help.
The AI can only take actions based on the policies you define in our platform. This ensures that the AI operates strictly within the rules and workflows you’ve set. By managing these policies, you have full control over when and how the AI acts, ensuring it only takes action when it has followed the correct, predefined guidelines.
We use the reasoning capabilities of state of the art large language models (LLMs) to reason about what to do, given the processes, information, and actions it has available. This creates human-like experiences and enables you to handle a wide range of questions without programming them.
Not at all! Our implementation team will guide you every step of the way to ensure a smooth and successful integration. We’ll handle the setup and educate you on how the system works throughout the process, so you’ll gain the knowledge you need to feel confident using AI in your customer support. No prior AI experience is required—we’ll make sure you’re fully supported from start to finish.
Absolutely. At Engaige, we take GDPR compliance very seriously. Protecting customer data and privacy is a top priority. We ensure that personal data is handled with care and in full compliance with GDPR regulations, offering features like data deletion and PII scrubbing to give businesses confidence that sensitive information is safeguarded and managed responsibly.
