Persistent’s customer service acceleration solution Engage 360 for Salesforce, powered by cognitive search platform AWS Kendra, accelerates, and systemizes new agent onboarding, first response, and overall issue resolution. This facilitates improved agent productivity and precision in issue resolution with accurate and contextual recommendations relevant to the support case within the familiar Salesforce environment.
Transform Customer Service with Intelligent Search
First Response Accuracy and Mean Time to Resolution
Agent Learning Curve, Efficacy, and Collaboration
Support SLA Excellence and Service Cost Optimization
As the agents review their assigned cases, Engage 360 proactively renders within the Service Console matching answers, FAQs, and other search results including similar cases and relevant solutions, from the distributed knowledge silos outside and within Salesforce.
These recommendations can be further sorted, filtered, and paginated by the agent to easily locate the precise information for an effective issue response and resolution.
In-place actionable insights within Salesforce Service Console
Contextual to the Salesforce business object, e.g., Case