Intro

Happy July, this month’s release is chock full of exciting updates. But first, if you missed our industry-leading event SX Live last month, fear not. The on-demand experience launches today, and you can catch it all on the SX Live website.

Major new features

• Generative AI-powered Response Assist

• Generative AI-powered Translation Assist

• Collaboration and escalation review actions on SupportHub

• Improved coaching & feedback loop for evaluations and disputes

Changes

• New Escalations card on the Console page

• Clarity on how we predict cases as likely to escalate

• Improvements to the Auto QA Review dashboard

• Improved visibility in agent insights for Escalation Review
  
  

Thanks

The SupportLogic Team

New Features

• Generative AI-powered Response Assist

  • Agent SX users can now use our Generative AI-powered response assist feature to help write customer responses. Agents will have the capability to select the tone, and formality and edit their response into action items, next steps, and more.

• Generative AI-powered Translation Assist

  • Agent SX now supports translation, over 130 languages included!! Instantly translate inbound customer messages from any language, respond in your own language and let our AI magic have the response be translated back. Pair this with the existing Grammarly integration to create a simple yet powerful replying Experience.

• Collaboration and escalation review actions shown on the SupportHub timeline

  • SupportHub timeline just got supercharged. All collaboration actions like sharing a case, leaving a note; as well as actions taken after escalation reviews will now be included on the case timeline. This makes reviewing cases later much more intuitive and helpful, as all actions taken will be shown directly inside SupportHub along with corresponding timestamps.

• Improved coaching & feedback loop for evaluations and disputes

  • Admins can now make it mandatory for auditors to leave comments when scoring cases. This can also be controlled at the grade level.

  • It’s also possible to mandate comments when disputing evaluations. Further refinement is available at the scorecard level.

Changes/Updates

• New Escalations card on Console

  • While we hope our users don’t have any, we acknowledge how important new escalations are. That’s why we are splitting them out into a separate card. Additionally, cases that are predicted to escalate will show up under the Likely to Escalate card. Finally, escalation requests will be available under the Need attention bucket.

• Clarity on how we predict cases as likely to escalate

  • Our predictions work best on cases that are at least 12 hours old, and less than 30 days. Cases that get escalated outside of this window cannot be predicted effectively. We are making visual changes to call out such cases and not account for them in the total number of predicted cases.

• Improvements to Auto QA Review dashboard

  • Sort and view your data based on when an audit was done

  • View numbers for the current week/month within the Trends table

• Improved visibility in agent insights for Escalation Review

  • When doing an escalation review, you will be able to clearly see how many cases the agent has in their backlog, rather than the earlier bucketing of High/Medium/Low.