CASE MANAGEMENT

    Automatically Capture Cases

    ThinkOwl’s AI identifies relevant data in every message and automatically populates a new case.

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    Any new ticket can trigger intense dialog and complex processes. ThinkOwl automatically pools all the contextual data for you. The best part: You can easily design workflows to manage cases thereby reducing handling time from days to minutes.

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    Make it easy for yourself

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    Capture cases with AI

    Use ThinkOwl Designer to create specific input screens for any kind of ticket. The AI recognizes case-relevant information and personal data and populates the data fields.

    No more copying or typing for your agents.

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    Augment cases with stock data

    Additionally, AI can fetch data relevant to the inquiry topic or the customer from existing systems and display it on the screen. Conversely, AI can drop data into your SAP or CRM. For your employees, this means:

    No more switching between applications on their screen.

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    Trigger events from cases

    With a single click, agents review the data captured by AI and trigger subsequent events in ThinkOwl, e.g., automated workflows.

    No manual post-processing.

    ThinkOwl captures service tickets and triggers exactly the processes you want.

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    Uses AI to capture tickets automatically

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    Assigns them to the right expert at the right time

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    Displays additional contextual data on your screen.

    Finally. A customer service that pays off.

    30 days free of charge, no strings attached

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    About Case Management

    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.