Overview

Squirro Service Management is an AI-driven platform designed to transform customer support operations by enhancing efficiency and customer satisfaction. Leveraging advanced technologies such as semantic search, generative AI, and knowledge graphs, it provides support teams with instant access to relevant data and suggested responses. This enables proactive issue resolution, streamlined service processes, and automated agent tasks, all while ensuring compliance with regulatory standards. The platform's capabilities lead to significant improvements in classification accuracy, assignment precision, and ticket resolution rates.

Features and Capabilities

• Advanced AI-Driven Insights: Utilizes semantic search and generative AI to provide contextual understanding and accurate results, enhancing decision-making processes.
• Knowledge Graph Integration: Organizes and integrates data from various sources, enabling a unified view and facilitating efficient information retrieval.
• Dual Data Comprehension: Processes both structured and unstructured data, ensuring comprehensive analysis and insights.
• Automated Ticket Classification: Achieves up to 95% accuracy in classifying support tickets, improving the efficiency of issue resolution.
• Intelligent Assignment Routing: Attains up to 88% accuracy in assigning tickets to the appropriate support level, optimizing resource allocation.
• Automated Ticket Resolution: Closes up to 50% of tickets automatically post-prediction, reducing manual intervention and response times.
• Historical Data Access: Provides instant access to historical data, allowing support agents to understand past interactions and improve response quality.
• Suggested Responses: Generates real-time suggested responses for customer queries, enhancing the consistency and speed of support.
• Sentiment Analysis: Analyzes customer sentiments to refine business strategies and improve customer engagement.
• Regulatory Compliance: Ensures that all operations adhere to relevant regulatory standards, maintaining data security and compliance.
• Integration Capabilities: Offers API integrations with major service management platforms like Jira, PEGA, ServiceNow, ZenDesk, and Remedy, facilitating seamless integration into existing workflows.
• Enhanced Onboarding: Streamlines the onboarding process for new agents by providing them with necessary tools and information, reducing training time.
• Proactive Issue Resolution: Identifies trends and potential issues early, allowing for proactive measures to prevent service interruptions.
• Enterprise-Grade Security: Implements robust security measures to protect data and ensure privacy, suitable for highly regulated industries.
• Scalability: Designed to scale with the organization's needs, accommodating growth and increasing support demands.