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Machine Learning for Customer Support

Posted on 2.09.2016

Machine-learning startup Wise.io is launching a new feature that will generate and send automated replies to customer inquiries; the solution integrates currently with Zendesk and Salesforce's Service Cloud.

After training on customer support tickets and agents’ replies to them, the system can come up with what it thinks will be good responses to new tickets. If the system isn’t very confident that it knows what answer to give, it will offer recommended responses for agents to build on.

Wise Auto response can recognize password reset tickets and suggest appropriate resolution, detect purchase-related questions and figure out whether there is an order associated with the email address, and even identify product feedback and suggestions that may now actually require an immediate follow up from customer support.


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