Overview

Esker’s Customer Service Automation solution leverages advanced AI technologies to streamline and enhance the efficiency of customer service operations. By automating routine tasks associated with managing customer inquiries, orders, and claims, Esker enables customer service teams to focus on delivering exceptional customer experiences. This comprehensive suite integrates seamlessly into existing workflows, providing a centralized platform for managing all customer interactions with increased accuracy and speed. The result is improved operational efficiency, reduced processing times, and heightened customer satisfaction.

Features and Capabilities

• Customer Inquiry Management:
  • Utilizes AI-driven tools to classify and route customer inquiries received via email, ensuring prompt and accurate responses.
  • Provides a digital assistant for managing shared inboxes, reducing chaos and enhancing productivity.
  • Offers real-time metrics and analytics to monitor and improve inquiry handling processes.
• Order Management:
  • Digitally processes and tracks orders from any channel or format through a unified, cloud-based interface.
  • Employs AI technology to optimize staff productivity and ensure accurate order fulfillment.
  • Delivers real-time access to key performance indicators (KPIs) and performance trends for informed decision-making.
• Claims Management:
  • Automates the resolution of customer claims using AI-driven data capture and automated workflows.
  • Enhances visibility into the claims process, allowing for proactive management and quicker resolutions.
  • Reduces manual intervention, minimizing errors and improving efficiency.
• AI Integration (Esker Synergy AI):
  • Incorporates Natural Language Processing (NLP) algorithms to analyze and categorize email content for efficient inquiry management.
  • Utilizes machine and deep learning technologies for automatic data extraction, accelerating order and claims processing.
  • Provides prescriptive analytics to detect anomalies and suggest corrective actions, enhancing decision-making processes.
• Integrated Communication Platform:
  • Facilitates seamless communication across customer service teams, promoting collaboration and information sharing.
  • Ensures that all customer interactions are logged and accessible, providing a comprehensive view of customer engagement.