Chloe provides automated self service for different channels or can be used to assist agents via suggested replies. She understands sentiment and intent from users, provides contextual and personalized responses, and triggers actions on the customer’s behalf.
Chloe’s Work Assignment AI is a machine learning recommender system driven by data analysis that improves the customer experience by choosing the agent that would best answer a specific customer’s request. Chloe has the ability to learn and the accuracy of the routing and customer experience will continually improve over time.
For example, work orders coming in to service channel via email are uploaded and synced to Salesforce
Chloe’s AI uses machine learning and analytic tools to classify and process specific document types to capture relevant information and enter into a separate system. The documents are captured through different channels and a process flow is designed to enable automatic routing for specific destinations.
Chloe’s Assessment AI is a multi output classifier that’s been trained on previously rated customer chats. She uses these trained algorithms to provide feedback on behalf of the customer based on the assistance provided by agents.