Contact center agents can leverage this feature to automatically identify and extract relevant ID patterns (e.g., product IDs, serial numbers) from documents like emails, converting unstructured text into structured data for support processes. The feature automatically extracts entity IDs and identifies customer issues and complaints details. It also helps provide more personalized assistance to the customers and correct identification of case details that results in faster resolution of customer queries.

Benefits

• Reduce the time spent on manually finding, identifying and linking entity references
• Process and resolve cases faster, improving efficiency without manual intervention
• Higher customer satisfaction

Business Value

• 50% increase in service staff productivity through entity extraction
• 30% reduction in repeat cases that are attributable to entity extraction issues