AI Enhanced Escalation Management for Effective Resolution Tracking

AI-Enhanced Escalation Management and Resolution Tracking

1. Initial Customer Interaction

1.1 Customer Inquiry Received

The customer initiates contact through various channels (e.g., chat, email, phone).

1.2 AI-Driven Triage

Utilize AI chatbots, such as Zendesk Chat or Intercom, to categorize the inquiry based on predefined parameters.

2. Issue Assessment

2.1 AI Analysis

Implement Natural Language Processing (NLP) tools like Google Cloud Natural Language to analyze the sentiment and urgency of the inquiry.

2.2 Escalation Criteria Determination

Establish criteria for escalation based on AI analysis, including factors such as sentiment score and inquiry complexity.

3. Escalation Process

3.1 Automated Escalation Trigger

If the inquiry meets escalation criteria, the AI system automatically routes the case to a human agent.

3.2 Notification to Human Agent

Use tools like Slack or Microsoft Teams to notify the assigned agent of the escalated case, including relevant context provided by AI.

4. Resolution Tracking

4.1 Human Agent Engagement

The assigned agent reviews the AI-generated insights and engages with the customer to resolve the issue.

4.2 AI-Enhanced Resolution Suggestions

Employ AI tools such as Salesforce Einstein to provide the agent with suggested solutions based on historical data and previous resolutions.

5. Follow-Up and Feedback

5.1 Automated Follow-Up

After resolution, the AI system sends an automated follow-up message to the customer to ensure satisfaction.

5.2 Feedback Collection

Utilize AI-driven survey tools like SurveyMonkey or Typeform to gather customer feedback on the resolution process.

6. Data Analysis and Continuous Improvement

6.1 Performance Metrics Review

Analyze data collected from the resolution process using AI analytics platforms like Tableau or Power BI to identify trends and areas for improvement.

6.2 Process Refinement

Based on the analysis, refine the escalation management process and update AI models to enhance future interactions.