Cx MOMENTS AI solution analyzes customer support interactions to automatically detect and trend customer queries, issues, product mentions and so on in your Zendesk and Freshdesk data. It gives great and simple-to-use dashboard visualisations of the topics it detects.

Cx MOMENTS can also apply these topics as tags into Freshdesk, Freshservice or Zendesk Support tickets. This enables you to configure observer rules or triggers in the Helpdesk solution, to automate (for example) the assignment of specific tickets to specific agent groups, or automatically prioritize certain types of tickets in a backlog queue.

Here is an example of how our customers use this: delivery problems must be handled by the delivery specialists agents

Your customers do not always say the word “delivery” to complain about delivery issues, so a simple feature like Zendesk auto-tagging will not be enough. For example, they could say “my order was not delivered”, “nothing arrived yet”, “my dress was never shipped”, “still waiting for my books”, etc. This is no problem for Cx MOMENTS AI, and all these tickets will be detected and trend as “Order not delivered”.

Customers also mention other delivery problems, such as “courier did not call ahead”, “left the parcel unattended”, and so on. These are also delivery issues which we might classify as “Courrier quality issues”.

When tickets mention these types of issues, our customers regularly ask us to apply an AI tag such as “cxm_delivery” onto the Freshdesk or Zendesk tickets so that these get automatically routed to the agent group “Shipping agents”. This helps your support team to increase efficiency by automating the process.

It’s as simple as that, and it really helps. Have a look and try it with your own support tickets!