Instant Context,
Faster Decisions

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“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.

In the platform, managers don’t have to comb through entire caselogs.


In the Account hub, your team gets detailed account health information pulled from every relevant case.

How Summarization Agent Improves Agent Workflows

Frequently Asked Questions

What is the Summarization Agent?

The Summarization Agent is an ambient AI agent that generates precise, context-aware summaries of support cases, accounts, and customer conversations. It helps teams absorb information faster, prioritize effectively, and stay aligned—without wading through ticket history or transcripts.

It continuously monitors support interactions across tickets, chat, and voice. Using the Cognitive AI Cloud’s context engine and signal extraction, it produces live, high-fidelity summaries across multiple channels and roles.

  • Case Summaries: Concise, running summaries of support cases
  • Account Summaries: Trends and risks across the entire customer lifecycle
  • Slack Summaries: Instant updates delivered directly in Slack

Yes. Summaries are dynamically updated as new information arrives. Teams always see the latest context.

Anywhere your team works:

  • SupportLogic UI
  • CRM tools like Salesforce
  • Collaboration tools like Slack or Microsoft Teams
  • Embedded widgets in internal dashboards or portals

The Summarization Agent uses Anthropic Claude accessed securely via API, with support for OpenAI as a configurable option. All models are deployed in-region based on customer data residency requirements and can be hosted in the US or EU depending on contract and compliance needs. Models use Pro/Business-tier offerings, which are designed to ensure that any data inputs remain private and are not used for model training.

We do not use human-readable formats when processing or aggregating data. Instead, we rely on anonymized identifiers such as Tenant ID, Case ID, Account ID, and User ID. Personally Identifiable Information (PII) is not relevant to training processes and is explicitly excluded from model inputs. All interactions are managed under strict data governance and privacy policies to ensure compliance and confidentiality.

Summarization Agent pulls from case worknotes, problem description, issue title, status, priority, escalation flags, assignee, requester, and any linked engineering issues—ensuring summaries are context-rich and reliable.

Generic models lack persistent memory and domain context. Our agent is grounded in historical signals, business logic, and metadata, reducing hallucination risk and improving trust in enterprise environments.

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

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“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

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“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

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“[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

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Elevate Your Support Experience

Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform