Real-world Generative AI Solutions for Complex Support
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Instant Context,
Faster Decisions
Leverage AI for complete summaries of cases and customer accounts, getting every details from complex support interactions.
PRODUCT TOUR
Summarization Agent
Summarization Agent uses generative AI to hold the complete context of the case or customer account, and then summarizes it across the SupportLogic platform. Now you can use concise, accurate case summaries to reduce agent workload and improve resolution speed. By distilling key details from complex support interactions, you can take action on a case instantly.
“SupportLogic has provided us with insight and clarity into what cases need the most attention. As a result, we’ve resolved cases faster and better, while redirecting resources towards self-service content to improve the customer experience.”
Geetha Gopalakrishnan, SVP, Customer Support, Informatica
53
%
REDUCTION IN
MTTR BY COVEO
28
%
Reduction in MTTR BY Certinia
31
%
increase in same-day resolutions for coveo
The Enterprise Solution for Summarization
Give agents an instant plan for action
The CRM widget automatically gives you problem, status, and next steps.
Give managers complete case context
In the platform, managers don’t have to comb through entire caselogs.
Get complete account context before the QBR
In the Account hub, your team gets detailed account health information pulled from every relevant case.
How Summarization Agent Improves Agent Workflows
Cut Through the AI Hype and Get Real-World Results
“SupportLogic enables us to operate far more efficiently and effectively and focus on elevating the customer experience.“
Jenna Koontz
VP, Global Customer Support, Certinia
Real-time sentiment analysis has enabled proactive Support Experience
30
%
REDUCTION IN ESCALATION RATE
28
%
DECREASE IN TIME TO RESOLUTION
90
CSAT FROM TAKING ACTION ON SENTIMENT
“72% of our strategic customers have improved customer sentiment.”
Arnoud Schouw
VP, Customer Support, Basware
Improved CX with shift from “product-centric” to “customer-centric”
80
%
Reduction in Escalations
93
%
IMPROVEMENT IN CUSTOMER HEALTH SCORE AMONG VIP CUSTOMERS
72
%
IMPROVEMENT IN CUSTOMER HEALTH SCORE AMONG STRATEGIC CUSTOMERS
“Whenever we witness a surge in negative sentiment, our team springs into coordinated action, and the outcomes we achieve are consistently on target.”
Katherine Sullivan
SVP, Customer Success, Salesforce
Salesforce slashed escalation rates by 56%
56
%
Reduction in Escalation Rates
<
2
%
ESCALATION RATE SINCE USING SUPPORTLOGIC
13
%
PRODUCTIVITY GAIN FOR EVERY SWARM LEAD AND MANAGER
“[SupportLogic can] look at the actual content, process it intelligently, and generate alerts and signals to intercept and intervene at the right time.”
Matt Blair
SVP Support and Customer Success, Databricks
Databricks takes a proactive approach to support
+
20
%
increase in csat
+
9
%
Partner CSAT
40
%
Reduction in SLA misses
Explore Resources on Generative AI
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform