PowerAgent™: Customer Support Made Easy

PowerAgent™ understands your incoming email, text and web-based customer support requests and uses context clues to match the incoming question to the appropriate answer within your Knowledge Base. Automated answering dramatically cuts down the time to provide answers for the customer, which means measurable improvement in First Contact Resolution (FCR) and customer satisfaction (CSAT).

Always Available

Unlike the average customer support representative, PowerAgent™ is always available by providing customer support services 24/7/365.

Support for your Support

In the learning process, PowerAgent™ uses an auto-suggest feature that forwards requests to live agents with suggestions of potential answers, enabling your representatives to choose from multiple choice options without having to review your knowledge base. Agents can select a suggested answer to have PowerAgent™ automatically respond, or they can choose to edit a suggested response to give it a more personalized touch. PowerAgent™ stores the selected answer and boosts it's confidence level for similar questions enabling more questions to be resolved through automated answering.

Forewarned is Forearmed

PowerAgent™ sentiment rating feature enables you to prioritize and route inbound requests to the best agent to respond based on whether the content is positive, negative, or neutral. Reporting features allow tracking resolutions answered by auto-answer, auto-suggest, or live agent so you can see your Return on Investment (ROI) in real time, as well as identify and fill-in knowledge gaps that are slowing you down.