IFS Loops

The Agent Copilot operates in the background of every ticket, surfacing relevant knowledge articles, suggested responses and next best actions based on live customer data. Rather than forcing agents to search across multiple tools, it pulls context from CRM, product telemetry and past interactions into a single pane. Support teams using it report up to 25% gains in agent efficiency, and it directly reduces average handle time without sacrificing quality.

Digital Workers are autonomous AI agents that execute complete workflows without human input. They handle supplier coordination, inventory replenishment, field dispatch and invoice processing around the clock. Each one is powered by modular Agentic Skills like email parsing, route optimisation and requisition creation. They adapt to shifting workloads and operate across time zones with full governance built in.

The Copilot delivers live, contextual guidance to agents inside their existing workspace. It surfaces next best actions, trending ticket patterns and sentiment signals by pulling data from CRM, product telemetry and past interactions. Agents resolve cases faster without switching tools. Support teams using it report up to 25% efficiency gains and lower average handle time.

IFS Loops Auto QA evaluates every single ticket against custom scoring rubrics using generative AI. It flags tone issues, compliance risks and knowledge gaps automatically. KOHO moved from 1% to 100% QA coverage in 90 days and lifted CSAT from 4.1 to 4.6. This turns quality assurance into a continuous, data driven process instead of a manual sampling exercise.

Autopilot analyses historical resolution data to generate smart, personalised responses for customers in real time. When it cannot resolve an issue, it creates a fully labelled ticket with summary and chat history for a smooth handoff to human agents. Configurable widget modes let you embed it across your site or community. Bloomreach reported a 37% efficiency gain after deployment.

This module mines agent notes and resolved tickets to auto draft knowledge base articles with full source citations. Proactive gap analysis spots missing or outdated documentation and triggers automatic updates. Managers review and publish directly from the platform, removing the dependency on dedicated technical writers and keeping self-serve content accurate.

CX Analyst connects data from helpdesk, CRM, knowledge base and collaboration tools to answer complex support questions in real time. It provides account level context instead of isolated ticket metrics. Leaders see where resolution slows, what trends are forming and how Voice of Customer signals align with operational data, replacing guesswork with evidence based decisions.