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Escalation Agent
Escalations can cost three times more to address and resolve than a regular case. Escalation Agent analyzes key factors like customer history, case activity, urgency, responsiveness, and sentiment to make an accurate prediction. The AI model is powered by decision trees and gradient boosting, giving your team advanced warning to act and reduce escalations.
“First and foremost, we saw north of fifty percent reduction in our escalations – game changer.”
Katherine Sullivan, SVP Customer Success, Salesforce
%
REDUCTION IN
ESCALATION rates BY SALESFORCE
%
Reduction in escalation requests BY Nutanix
%
reduction in escalations BY basware
The Enterprise Solution for Escalation Management



Put out the smoke before the fire and leverage customer sentiment, urgency, and 40 other signals to predict escalations.
Reassign, add an internal case note, or loop in an expert outside of support using Slack or Teams.
Ditch excel sheets and manage escalation metrics with detailed reporting.
How Escalation Agent Works
Explore Resources on Escalation Management
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform