2 years ago

Customer service agents are under more pressure than ever. The shift to digital-first experiences has resulted in greater complexity, which in turn has led to a growing number of critical incidents that affect customers.

Automation helps to improve customer service agents’ efficiency when responding to cases, which can also help to reduce mean time to resolution (MTTR). When a critical incident is first identified, automation enables customer service agents to escalate the issue to the relevant technical team and bring in other first responders to work on a resolution.

Manual processes and procedures, while important to follow, have held back customer service agents from higher-value activities.