Sutherland CXM Agent Success

Supercharge your agents

Sutherland CXM Agent Success helps contact center agents engage with your customers more effectively. Powered by Google Cloud CCAI, this system integrates with your Zendesk application to deliver intelligent shortcuts, live recommendations, and knowledge so they can assist customers with better empathy and smarter responses.

Empower your agents to solve customer questions faster

Knowledge Assist

  • Bring your knowledge base to the conversation

  • Real-time suggestions based on topic and intent

  • Eliminate search and browsing tasks

  • Proactively deliver information from FAQs, KB articles, and Guided Decision Trees

Suggested Replies

  • AI-powered response suggestions based on top-performing CS team replies

  • Trained on your customers’ data

Smart Compose & Commands

  • Bringing the power of auto-complete recommendations to the agent chat interface

  • Provide agent shortcuts like greeting orderstatus authentication

  • Respond faster with pre-defined/personalized shortcuts & actions

Move the needle for support operations

  • Lower training costs: agents can see similar cases and resolutions.

  • Lower handle time: agents can deliver proper responses and answers faster

  • Higher CSAT: customer receive correct answers with fewer hand-offs

Why Agent Success with Sutherland:

  • Easy deployment - simple plug-in to Zendesk

  • Pre-built guided actions - improve process adherence and remove confusion for your agents

  • Pre-built training data - no need to do the heavy-lifting of training ML models, we do that for you.

About Sutherland CXM Solutions

Sutherland brings together the power of natural language processing, key moment detection and knowledge management to drive real business impact, by improving customer experiences and reducing support agent effort.

A division of Sutherland, CXM Solutions combines user-centered design, AI, and 30 years of customer experience leadership to design, deploy and optimize conversational AI and customer automation solutions.

Our team consists of a global team of: NLP and machine learning engineers, design thinkers, technical product managers, and senior high-tech management consultants. With a multidisciplinary team, we help clients apply the power of artificial intelligence and machine learning to solve business problems across an array of 8 industry sectors.

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