Wise.io, which delivers machine learning applications to help enterprises provide a better customer experience, announced the availability of Wise Auto Response, the first intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of an incoming ticket and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address the customer issue without ever involving an agent. By helping customer service teams answer common questions faster, Wise Auto Response removes a high percentage of tickets from the queue, freeing up agents’ time to focus on more complex tickets and drive higher levels of customer satisfaction.
How Does it Work? Wise Auto Response identifies common customer inquiries that can be responded to with a high level of confidence – such as password resets and basic product functionality, or standard “thank you” email templates that don’t require hands-on follow up – and automatically responds without the need for any manually written business rules.The newfunctionality complements the current suite of predictive applications offered by Wise.io, including Wise Routing, which automates the support ticket triage process, and Wise Recommended Response, which provides a ranked shortlist of appropriate macros and templates for each new customer inquiry.
Wise Auto Response is built on four core components:
● Contextual learning. When a new ticket arrives, Wise reads the content of that ticket – including text, data fields, and timestamps – and ranks all available templates on their appropriateness, based on how a templates was used to successfullyrespond to customer issues in the past.
● Self-aware confidence level. The application is aware of how confident it is that thetop-ranked template is the correct response for the customer issue. That degree of confidence is used to decide whether a reply should be sent automatically or suggested to a human agent, based upon the cost and consequences of being wrong.
● Controlled automation. The support manager retains a high degree of control over what is automated, including restrictions on eligible templates, confidence thresholds and response timing. Reports also provide a complete view into what customer issues have been “auto responded” to.
● Continuous improvement. Compared to traditional approaches that require support managers to manually adjust business rules, the Wise application adapts seamlessly to new customer issues and response templates. By intelligently learning how agents engage and incorporating that knowledge into its confidence level and response ranking, the application drives consistency and efficiency across the entire support team.
Wise Auto Response 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, you can visit: www.wise.io.
A Word From The Executives: Francesca Noli, VP of Marketing at Product Madness said, “Wise Auto Response has dramatically eased the burden on our support agents, allowing us to reply to half of all tickets automatically.Now we are able to focus agent attention on more complex, customer-facing issues like payment problems, which have a direct impact on our bottom line. Wise gives us the best of both worlds: it has the power of an artificial intelligence system like Watson, along with the lightweight integration we need to successfully apply machine learning to our service operations quickly, easily and cost effectively.”
Jeff Erhardt, CEO at Wise.io said, “We’re on a mission to radically transform the business of customer support, and Wise Auto Response is a natural extension of the other applications we have on the market that we’re achieving great success with. By automating simple communication and augmenting other interactions that still require the human touch, companies are realizing the value of machinelearning-based routing and response to optimize the entire customer experience.”
If You Want to Know More About Wise.io, Here’s a Quick Overview: Wise.io delivers 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. Follow at @wiseio.
Humans have done the hard work for years, manually responding to common, repetitive support requests. With Wise Auto Response, machine learning can now take advantage of that history to ensure customers receive a fast response to straightforward questions, while allowing agents to focus on higher value customer engagement. It’s a very interesting application of machine learning and one that will make customer experiences better and customer service more effective and efficient.
@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
