Wise.io Introduces Content Discovery Capability for Customer Support

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Artificial intelligence application automatically identifies and recommends common replies to customer inquiries enabling efficiency and consistency

Wise.io, a provider of machine learning applications to help enterprises provide better customer experience, today launched an intelligent content discovery and creation capability for customer support organizations. Using machine learning to read and understand past support conversations, Wise Support automatically identifies and surfaces similar agent responses that are not already part of a company’s curated content library. With Wise.io, the creative work of front-line agents, often lost in the noise, can be used to drive efficiency and uniformity across the customer care organization.

“Great support organizations leverage curated content and response templates to help their teams interact quickly and effectively in the unique, yet consistent voice of the company,” said Wise.io CEO Jeff Erhardt. “However, generating and maintaining that content in an ever-changing world is a non-stop battle. Our goal was to leverage our unique machine learning expertise to facilitate this challenging process.” For teams just ramping up on a new platform, the Wise content discovery capability can help identify their first set of macros. For existing teams with heavy macro usage, the suggestions helps identify templates based on rapidly changing and emerging trends of support inquiries.

“You have great employees working hard and innovating every day to serve your customers. Our goal is to capture that expertise once it becomes repeatable in order to free your people up to do what they do best -- use creativity and empathy to solve the hardest and most unique customer issues,” said Erhardt.

“Our early adopters of the feature have come to see it as a great empowerment tool.” In their first encounter with the new capability, one Wise customer with 400 active macros in Zendesk, identified 40 new macros and put them to immediate use.

Fernando Rodriguez, Head of Operations at the San Francisco-based company Breeze, said: "We've only been working with Wise.io for a short time, but have already impressed with their technology and team. Their clustering analysis has changed the way we look at support and we are building efficiencies with them.”

The technology underlying the content discovery capability uses Wise.io’s unique breakthrough in machine learning, combining cutting-edge deep learning for natural language understanding and more traditional unsupervised clustering techniques. The technology is now included in the full-stack, out-of-the-box solution for Wise Support. As Erhardt emphasized, the product “is designed for support managers, with an intuitive and streamlined user interface and design.”

The content discovery capability complements the growing suite of predictive applications offered by Wise.io, including Wise Routing, which automates the support ticket triage process, Wise Auto-Response, which auto answers some support inquires to free up agents to work more complex issues, and Wise Recommended Response, which provides a ranked shortlist of appropriate macros and templates for each new customer inquiry.

The new content discovery allows support managers to:

1. Harvest the best responses from all their agents and making them available company­ wide
2. Ensure consistent communications for a better customer experience
3. Allowing managers to control the tone of the responses and capture the company’s voice
4. Support agents by providing an approved content resource
5. Offering new agents a way to learn the types of tickets that come in, select from the approved responses available, and customize them as needed

Wise content discovery is available for most major support systems, including Zendesk and Salesforce Service Cloud. For more information on Wise.io's suite of customer service automation applications, including classification, routing, and response, visit http://www.wise.io.

About Wise.io

Wise.io delivers better customer experience through machine learning. Leveraging cutting-edge data science and built on a powerful machine learning engine that learns from past patterns to predict future behavior, Wise customer service applications help business users regain control over the ever-growing volume of customer inquiries. By maximizing existing investments and augmenting human decision making with predictive analytics, Wise.io enables enterprises to efficiently scale customer service while increasing the level of customer care. Companies ranging from Silicon Valley startups to the largest Fortune 500 corporations rely on Wise applications to better engage with their customers. Founded in 2012, Wise.io is headquartered in Berkeley, CA and backed by Voyager Capital. Learn more at http://www.wise.io and follow @wiseio.

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Dr. Joshua Bloom, CTO
Wise.io
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