eGain
AutoClassify™ enables companies to
increase response turnaround and significantly
improve problem resolution by intelligently
categorizing and routing incoming email and
other inquiries. It can also be set up to
provide auto-suggestions and auto-responses.
Powered by the patented eGain Inference®
Reasoning Engine, it effectively adds
a new "staff member" to the team—one
that can handle thousands of messages an hour,
24 x 7, without a break.
eGain AutoClassify uses the powerful Inference
engine to "understand" the customer's
issue and routes inquiries to queues based
on categories and the confidence level assigned
to those categories. Customer interactions
can be placed into multiple independent categories.
For example, messages can be sorted by product
type as well as inquiry type.
Automates
the classification and routing of inquiries
to speed up problem resolution.
Routes
inquiry to the most appropriate
queue or agent with suggested
responses from the knowledge base.
Can automate
responses for even speedier resolution.
For
common inquiries such as "Order
Status" or "Forgot Password",
it can leverage the knowledge
base and eGain Data Adapter to
incorporate customer information
from external data resources and
automatically respond to queries.
Increases
agent productivity.
Attaches knowledge
base articles to the inquiries
as suggested responses.
Helps track
issues and trends.
All
incoming queries are classified.
Reports
help highlight product issues
or topics for knowledge base articles
