SX Live Events
Max Greene 3 min

Escalation Prevention 101


In this short clip, Max shows how our customers use SupportLogic SX to prevent escalations and also give the system feedback to make better predictions in the future.



0:00

A big part of our value proposition

0:01

and what's made our customers so successful

0:04

is escalation prediction, right?

0:07

We, as part of that analysis of all of your cases

0:11

and the sentiment and the scores that those roll into,

0:15

the needs attention score, the sentiment score,

0:18

we also look at in conjunction with those,

0:21

the metadata surrounding cases, right?

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The responsiveness of your team,

0:25

how many messages back and forth?

0:27

Does this particular customer

0:29

have a lot of escalations right now?

0:31

And we look at those in conjunction with one another

0:35

to make a determination if a case is

0:37

at particularly high risk of escalation.

0:40

And we show you those within our CANBAN board here.

0:44

You can see these on the left.

0:45

These are cases considered likely to escalate

0:48

and we've built workflows around it

0:50

so that you can review these and determine

0:52

if a member of your team really needs to focus

0:55

on driving this case towards a better outcome.

0:58

You'll see if I drill into the individual case here,

1:01

I have the option to start an escalation review

1:04

in the bottom right here.

1:06

And when I do that,

1:07

I'm gonna be provided with a series of insights

1:10

about a particular case.

1:13

And this can help me quickly understand,

1:15

is there something that needs to be done here?

1:18

Do I have to get an SME involved?

1:21

Do I need to reassign this case

1:22

to an appropriate individual who's better fit for it, right?

1:27

Do I just need to reach out to the agent

1:28

and tell them to prioritize this case

1:30

versus what the other things that he's working on, right?

1:34

And like, what's the health of this customer, right?

1:38

And as a result of that health,

1:40

do I need to ensure that it's prioritized

1:45

for that reason as well?

1:46

And is it a premium customer?

1:48

All these things kind of play into this.

1:51

But the key is that I'm providing you

1:54

with the insights that you need to make a determination

1:57

about prioritization here.

1:59

So some of the, you know,

2:01

this is a very cool workflow

2:02

that our customers take advantage of.

2:04

It's also available directly in Slack and MS Teams.

2:07

So you can follow, you can perform it there

2:09

and get these insights there.

2:11

And what's really cool from an AI and ML perspective

2:14

is the continuous learning, right?

2:17

You can see down here, I have, you know,

2:20

after when I'm performing this workflow,

2:22

the option to acknowledge the prediction or disagree with it.

2:26

And the beauty of this is that we're taking this feedback

2:29

that your team is providing as they use, you know,

2:32

as they're using the escalation predictions

2:35

and doing these workflows

2:37

and we're leveraging it to improve the model continuously, right?

2:42

So we'll take your feedback,

2:45

we'll use it to simulate a new escalation prediction model.

2:48

And if that new model would have caught more

2:51

of your highest risk cases

2:52

and more of your escalations than the prior model,

2:55

we're updating that immediately on a monthly basis.

2:59

So really cool in that, you know, the ML,

3:03

it's not static in that capacity.

3:05

It's continuously learning and improving.

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