Escalation Prevention 101

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A big part of our value proposition

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and what's made our customers so successful

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is escalation prediction, right?

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

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and the sentiment and the scores that those roll into,

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the needs attention score, the sentiment score,

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we also look at in conjunction with those,

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the metadata surrounding cases, right?

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The responsiveness of your team,

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how many messages back and forth?

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Does this particular customer

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have a lot of escalations right now?

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And we look at those in conjunction with one another

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to make a determination if a case is

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at particularly high risk of escalation.

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And we show you those within our CANBAN board here.

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You can see these on the left.

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These are cases considered likely to escalate

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and we've built workflows around it

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so that you can review these and determine

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if a member of your team really needs to focus

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on driving this case towards a better outcome.

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

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I have the option to start an escalation review

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in the bottom right here.

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And when I do that,

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I'm gonna be provided with a series of insights

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about a particular case.

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And this can help me quickly understand,

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is there something that needs to be done here?

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Do I have to get an SME involved?

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Do I need to reassign this case

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

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Do I just need to reach out to the agent

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and tell them to prioritize this case

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

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

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And as a result of that health,

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do I need to ensure that it's prioritized

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for that reason as well?

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And is it a premium customer?

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All these things kind of play into this.

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But the key is that I'm providing you

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with the insights that you need to make a determination

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about prioritization here.

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So some of the, you know,

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this is a very cool workflow

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that our customers take advantage of.

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

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So you can follow, you can perform it there

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and get these insights there.

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

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is the continuous learning, right?

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

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after when I'm performing this workflow,

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the option to acknowledge the prediction or disagree with it.

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

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

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as they're using the escalation predictions

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and doing these workflows

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

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So we'll take your feedback,

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

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And if that new model would have caught more

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of your highest risk cases

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and more of your escalations than the prior model,

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we're updating that immediately on a monthly basis.

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

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it's not static in that capacity.

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It's continuously learning and improving.