Case Summarization

Case Summarization provides agents with a comprehensive overview of the main issue(s) reported, actions taken, and resolutions provided for each case.

Using the Case Summary can result in a huge boost in productivity for agents during agent handoff or case escalation because the incoming agents no longer need to sift through extensive comments between the agent and end user to identify the current status of the case as the case progresses.

The Aisera platform utilizes the Case Title, Description, Comments and other specified case fields to generate the result. The summary evolves in real time as the case content evolves. Agents can copy this content to send status updates on the case, utilize the Summary for knowledge generation or for status reports.