Equip your Customer Service Agents to be at their best in every customer interaction
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Utopia AI for
Customer Service
Are your customers loyal and happy? Do you know what they want and need? What could you do differently if you knew all the answers?
Utopia AI provides you with new insights into Customer Satisfaction (CSAT) and how to improve it. By performing qualitative analysis on all customer communications in real time, Utopia AI is able to recognize trends and new topics while carrying out continuous quality assurance.
Utopia AI understands the semantic meaning in text and speech-to-text transliterations, allowing you to benefit from text and unstructured data generated by customers in CS interactions. It helps your CS agents to be at their best in every customer interaction, consistently.
Utopia AI for Customer Service
Semantic understanding
Understands the semantic meaning and the context of a communication in any language. Provides high-quality automated responses.
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Automatic ticket handling
Learns from human decisions how to resolve service requests. Automation rate up to 99%.
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Agent selection
Selects an agent or a team to solve the specific issue in service request, adapting to company’s own business processes.
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Compliance
Measures compliance in real time. Automatically analyses 100% of the customer service communications for policy compliance.
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Tonality of communication
Measures tonality in agent’s communication to users. Recognises emotion, anger level, negative/positive characteristics.
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Qualitative KPIs
Gives quality scores for agents. E.g. RATER service quality scores: Responsiveness, Assurance, Empathy.
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Automated response
Provides a response for user’s request or review. It can be published/sent automatically or agent can modify the response.
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New trends
Detects emerging trends in the free text communications. Also measures their frequency and how they evolve over time.
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Big picture
Draws the big picture by clustering similarities from different points of view. Summarizes the text content using key phrases.
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