See Beyond Rise Above

Transform Customer Service with Intelligent Search

Customer service is one of the most critical factors in ensuring customer satisfaction and loyalty; and is a vital cog for every successful business. However, customer support teams are often overwhelmed with the growing volume and intricacy of customer issues, and service agents are handicapped by the challenge of finding appropriate information to address these issues with speed, accuracy, and reliability.

Service agents spend significant time wading through information scattered across organizational silos. These efforts do not guarantee finding relevant and actionable information from the various content repositories that have large and unstructured text, which keeps growing in volume and complexity.

First Response Accuracy and Mean Time to Resolution

Agent Learning Curve, Efficacy, and Collaboration

Support SLA Excellence and Service Cost Optimization

Inefficient information access leads to unproductive agent throughput and poor operational outcomes. Delayed and inaccurate response to customer issues leads to plummeting customer satisfaction and potential loss of business.

Cognitive Search-Powered Customer Service Acceleration and Agent Productivity Solution

Persistent’s Engage360-Salesforce solution, powered by cognitive search platform Amazon Kendra, modernizes, accelerates, and streamlines new agent onboarding, first response, troubleshooting, and overall issue engagement. 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.

As the agents review their assigned cases, Engage360 proactively renders within the Service Console any matching answers, FAQs, and other search results including similar cases and relevant solutions, from knowledge silos outside and within Salesforce.

These smart recommendations can be further sorted, filtered, and paginated by the agent to quickly navigate and locate the precise information for an effective issue response and resolution.

In-place actionable insights within Service Console

Contextual to the Salesforce business object – Case

Single-click recommendations

Engage360-Salesforce is a managed package application approved and certified by Salesforce and listed on AppExchange marketplace.

How It Works

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