Des applications d’IA pour les équipes support et les centres d’appels

Les applications de ce métier

• Support Queue Router

  Returns the queue, priority level and suggested SLA for an inbound support ticket.

• Call Wrap Summary

  Turns raw after-call notes into a clean CRM wrap-up entry with the outcome and next step.

• Compliance Disclosure Checker

  Flags which mandatory disclosures the agent said, missed or mangled during a recorded call.

• Escalation Risk Meter

  Scores how likely a support thread is to escalate to a formal complaint or a supervisor.

• QA Scorecard Grader

  Grades a call or chat transcript against your own quality criteria and gives a score per criterion.

• Refund Policy Adjudicator

  Says whether a refund request should be approved, partially approved or declined under your policy.

• Macro Library Builder

  Converts a repeatedly answered question into a reusable canned response with merge fields.

• CSAT Verbatim Sorter

  Sorts a batch of survey comments into themes with sentiment and a count for each theme.

• Angry Email Defuser

  Drafts a calm de-escalating reply to a furious customer email without over-promising.

• Tier One Fix Path

  Builds a numbered troubleshooting script a level-one agent can read out on the call.

• Multilingual Reply Bridge

  Translates an agent's reply into the customer's language while keeping support tone and terms intact.

• Knowledge Gap Finder

  Reads a batch of recent tickets and lists the help centre articles that are missing.

• IVR Prompt Writer

  Writes the spoken menu prompts for a phone tree, sized for the recording studio.

• Complaint Root Cause

  Identifies the underlying failure behind a complaint and which team owns the fix.

• Callback Detail Extractor

  Pulls the callback name, number, time window, reference and issue out of messy call notes.

• Shift Handover Digest

  Condenses a shift's open cases into a briefing the next team can act on immediately.

• First Contact Resolution Check

  Decides whether a case was truly resolved on first contact and names what caused the repeat.

• SLA Apology Composer

  Writes a proactive apology message to a customer whose response deadline was missed.

• Agent Coaching Notes

  Turns raw call observations into a structured one-to-one coaching note for an agent.

• Difficult Call Debrief

  Gives an agent a short structured debrief after an abusive or distressing call.

• Call Menu Prompt Writer

  Writes the spoken menu prompts for a phone tree, sized for the recording studio.

• Chatbot Intent Designer

  Turns real customer messages into a named bot intent with training phrases, entities and a fallback.

• Vulnerable Customer Flag

  Flags signals that a customer may be vulnerable and states the safeguarding steps the agent must take.

• Schedule Swap Review

  Decides whether a requested shift swap can be approved and what coverage it leaves behind.

• Outage Holding Statement

  Writes the incident holding message in versions for the phone line, email and live chat.

• Ticket Deduplication Check

  Says whether a new ticket duplicates an open case and which one it should be merged into.

• Chargeback Response Draft

  Drafts the evidence narrative rebutting a card chargeback from the case facts you supply.

• Engineering Escalation Brief

  Converts a customer ticket into a reproducible bug report an engineer can pick up.

• Help Article Drafter

  Turns a solved ticket into a help centre article customers can follow on their own.

• Support Reply Simplifier

  Rewrites policy or technical wording into plain language a customer can act on.

• Pre-Send Reply Check

  Reviews an agent's draft reply before it goes out and lists exactly what to fix.

• Identity Check Script

  Builds the verification questions an agent should ask before acting on an account request.

• Public Review Reply

  Drafts a public reply to an online review that answers the reviewer without exposing account details.

• Final Response Letter

  Writes the closing complaint letter with the decision, the reasoning and the escalation route.

• Privacy Request Spotter

  Recognises when a customer contact is really a data protection request and starts the right clock.

• Cancellation Save Script

  Builds a retention call script matched to the stated leaving reason and the offers you allow.

• Backlog Triage Order

  Puts a pasted list of open tickets into the order agents should work them, with a reason each.

• New Agent Quiz Builder

  Creates a knowledge check for new agents from the policy or procedure you paste in.

• Role Play Scenario Builder

  Writes a practice call scenario with a customer persona and curveballs for agent training.

• Detractor Follow Up

  Prepares the call plan and message for closing the loop with a low survey score.

• Case Takeover Brief

  Briefs an agent inheriting a long ticket thread on the promises made and the next move.

• Social Engineering Screen

  Screens a call or chat for account takeover and social engineering warning signs.

• Transcript Redactor

  Removes personal data from a transcript so it can be used for coaching or reporting.

• Disposition Code Builder

  Turns free-text call reasons into a tidy set of disposition codes agents can pick from.

• Contact Driver Report

  Turns a ticket export into a ranked list of what customers keep contacting you about, with one fix per driver.

• SLA Terms Table

  Pulls the response targets, cover hours, exclusions and penalties out of a support contract into one table.

• Policy Clause Locator

  Answers an agent's question from your own policy document and quotes the clause the answer came from.

• Complaint Timeline Builder

  Builds a dated chronology of a complaint case file and flags the silences and broken promises inside it.

• Knowledge Article Refresh

  Reviews an existing help article and returns the problems found plus a tightened rewrite.

• Procedure Checklist Card

  Condenses a long support procedure into a one-page numbered checklist an agent can follow on a live call.

• Incident Follow Up Note

  Turns an internal incident report into the follow-up note you can send to affected customers.

• Roster Coverage Gaps

  Reads a team roster and tells you which opening hours are short of agents and which shift moves close the gaps.

• Manual Step Finder

  Finds the procedure for a customer's symptom inside your product manual and turns it into call-ready steps.

• Error Screenshot Reader

  Reads the error a customer photographed, says what it probably is, and names the queue it belongs to.

• Damage Claim Note

  Describes the visible damage in a customer's photo and drafts the claim note for the ticket.

• Serial Plate Reader

  Turns a photo of a product's rating plate into the model, serial and date fields ready to paste into the ticket.

• Router Light Check

  Reads the status lights on a photo of a customer's router and gives the single next troubleshooting step.

Questions sur ces applications

Une application peut-elle suivre notre façon de travailler ?

Oui. Chaque formule comprend un nombre d’applications personnalisables, pour que leurs champs et leurs instructions suivent votre pratique.

Que devons-nous fournir ?

Seulement le contenu demandé par les champs, comme des notes, un message ou un extrait de document. Ne transmettez pas plus de données personnelles que la tâche n’en demande.

Pouvons-nous lancer ces applications depuis nos logiciels ?

Oui. L’API Ultineo AI lance toute application accessible à votre projet et rend sa réponse une fois l’exécution terminée.