HCL intelliService | HCLTech

HCL intelliService

Support desks are dealing with increased call volumes and are expected to maintain costs, while improving customer satisfaction. In addition, complex and fast evolving products are lowering agent productivity, even as employee turnover leads to a loss of tribal knowledge and increased training costs.

HCLTech intelliService uses unsupervised learning and conversational AI to deflect and lower call volumes, and provides agents with insights and context derived from a variety of data sources, such as ticketing history, content databases, logs etc. The net result is lowered costs per ticket, as well as improvement in metrics such as FCR and MTTR, which lead to a better customer experience and increased customer satisfaction.

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