Case management, also known as Customer Case Management, refers to the complete process of managing a customer inquiry from receipt of a case (customer request) to its closure. Case management involves aligning support processes in a way that delivering customer service becomes quick and efficient. The customer should be satisfied with a perfect case-closing response.
The end goal is customer satisfaction. In addition to streamlining processes, the support employees also play an essential role in this. Support agents or even customer advisors have direct contact with the customer. They respond to the customer's needs and provide competent assistance.
To achieve the goal of the highest possible customer satisfaction, human and machine (AI technology) must work together perfectly. If this happens, customers will get fast and precise answers to their inquiries. Artificial intelligence is continually learning and improving the performance and efficiency of customer service.