SupportLogic Cognitive AI Cloud: Powered by Ambient AI Agents
Core SX
SupportLogic’s flagship platform. Core SX makes your support team more efficient. It helps you understand customer sentiment, spot urgent issues early, and keep cases moving. Reduce backlog, resolve issues faster, and improve customer satisfaction with AI-powered insights.
Powered by Sentiment Agent, Escalation Agent, Prioritization Agent, Summarization Agent, and Language Agent
- Sentiment Analysis
- Escalation Management
- Backlog Management
- Support & Text Analytics
- Proactive Alerts
- SLA/SLO Management
- Custom-tuned AI models
- 40-signal Extraction
- Multilingual Translation & Summarization
- Omnichannel Support
- Case Swarming
- CRM Widget
Resolve SX
The backbone of enterprise-grade knowledge retrieval. Resolve SX delivers precise, AI-powered answers from your knowledge sources. It pulls the right information instantly, so agents and customers get fast, accurate responses without searching through endless documentation.
Powered by Knowledge Agent
- Precision Answer Engine
- Portal Knowledge Engine
- Chatbot Knowledge Engine
- Slack/Teams Answer Engine
- Precision RAG-powered
- Multiple DB/KCS Support
SupportLogic Add-on Modules
Assign
Assign ensures every case gets to the right agent at the right time. With intelligent routing based on skills, bandwidth, and priority, your team works more efficiently, reducing backlog and speeding up resolutions.
Powered by Routing Agent
- Auto Assignment
- Manual Assignment
- Custom Skills
- Bandwidth Analysis
- Queue & Shift Management
Elevate
Elevate improves support quality with automated and manual QA, voice analytics, and predictive scoring. It helps managers coach agents effectively, ensuring every customer interaction meets your standards.
Powered by Coaching Agent and Voice Agent
- Auto QA
- Manual QA & Coaching
- Multilingual Support
- Voice Analytics
- Predictive QA & CES Scores
Assist
Assist boosts agent productivity with AI-powered summaries, next-best actions, and response assistance. It streamlines workflows so agents can focus on solving problems, not digging through cases.
Powered by Summarization Agent, Language Agent, Knowledge Agent, Voice Agent, Escalation Agent, and Prioritization Agent
- Case Summarization
- Next Best Actions
- Answer Assist
- Escalation Alerts
- Priority Assist
- Translation & Tonality Assist
Expand
Expand gives account teams real-time insights into customer health and renewal risks. By surfacing sentiment trends and commercial signals, it helps drive retention, expansion, and proactive engagement.
Powered by Account Health Agent, Summarization Agent, and Sentiment Agent
- Account Health Score
- Commercial Signals
- Account Summarization
- Account Alerts
- Account Widget
- CS Tool Integration
SupportLogic Delivers Fast ROI and Sustained Value
Eliminate survey tools, analytics, and routing software—delivering immediate ROI through consolidation
Reduce escalations by up to 80% and help teams scale without increasing headcount
Protect and expand revenue by improving net dollar retention (NDR)—a key CFO priority
Uncover and act on growth opportunities and critical risks
Technical Add-ons
Data Cloud
Data Cloud gives you direct access to raw and AI-enriched support data, including sentiment signals, escalation risks, and product feedback. Seamlessly integrate support insights into your BI tools to optimize operations, reduce churn, and drive revenue growth.
- Access to Raw AI Data
- Seamless Data Integration
- Enterprise-grade Data Management
Premium ETL
Choose from a range of ETL sync speed options. Any flavor of data connect and movement, we support it. The data connector is TLS 1.2+ certified and runs securely over SSL using REST APIs hosted in an isolated VPC.
- Differential Incremental Sync
- Shortened Load Time
- Column Hashing
- Decoupled Load and Transform for Fast Rollout
- Column-based Exclusion
- Row-based Exclusion
Dedicated Hosting
Choose from a range of data hosting options. For governance, we ensure that every country’s data stays there, we can spin up an instance of a VPC that fits every customer’s data needs. This makes our model the strategic choice.
- Google Cloud Platform and On-prem options
- Access via Self-service OAuth
- Encryption at rest
- Encryption at transit
- Bastion host
Premier Support
SupportLogic has a complete range of support options, from support options ranging from self-service portal and 8×5 coverage to instructor-led training and 24×7 coverage.
- SX Live Library
- Help & Support Portal
- SupportLogic Community
- Product Office Hours
- Expert Coaching
- Technical Account Management
- Business Outcome Reviews
- Technical Health Reviews
Frequently Asked Pricing Questions
SupportLogic uses a combination of usage-based pricing and seat-based licensing.
Usage-based pricing (UBP) is for the volume of data processed (case interactions, voice transcripts, and chat sessions) and provides flexibility because you only pay for the features that you use. UBP allows you to try Core SX and Resolve SX and determine if it is a fit for your needs without a big up-front financial commitment.
Seat-based licensing is for agents and account managers to use specific modules: Assign, Elevate, Assist, Expand.
UBP is a pricing model where the cost of a product or service is based on the amount of usage or consumption by the user. Instead of charging a flat fee for a product or service, you pay based on how much you use the product or service.
The main benefit of UBP is that you only pay for the features you use, instead of paying a flat fee regardless of actual usage. This can be particularly appealing to those who have varying levels of need for a product or service, as it allows them to pay for only what they use rather than being “overcharged” for resources they don’t need.
Core SX is usage-based and add-on modules are seat-based.
Yes, we offer an Enterprise Licensing Agreement. Please contact us.
At the beginning of the contract term, your account is funded with a preset amount of credits (starting at 2.5 million credits, up to 100 million). Users are given access to all existing and future functions of the product, and based on various actions taken in the product, credits are deducted from your balance.
A credit is the base unit of usage within SupportLogic SX. The credit value of actions varies based on the complexity and the value of the insights created by each action.
You can access the billing and usage portal at any time by going to the Control Center-Settings (in the bottom left panel) and clicking Billing and Usage. Here you can view detailed reports on your organization’s credit usage and monitor your team’s actions.
Alerts can be configured to regularly monitor your usage. However, if you see there’s a chance your credits may get exhausted before the renewal date, you have additional options to “right-size” your account.
No you won’t lose access to the product, but your ability to use the product will be limited.
All dashboard usage and analytics are free per use. You can also view data across various sections of the UI without using credits.
Taking actions within the product consumes credits.
SupportLogic customers have access to every feature. Use the features you like, and SupportLogic automatically tracks your usage against your allotted credits.
None whatsoever. You get unlimited users and unlimited licenses.
No limitations, as long as the users belong to your organization.
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform