Locobuzz, a digital customer experience platform based in India, has unveiled its latest suite of AI-powered innovations designed to enhance customer experiences and streamline operations. These new upgrades aim to provide brands with a 60% increase in their service teams’ productivity, offering cutting-edge features such as actionability detection, AI-based categorization, ticket summarization, and automated response generation.
With this release, Locobuzz solidifies its position as a leader in AI innovation. The platform now offers advanced capabilities to analyze conversations with precision, optimize ticket routing and categorization, save time with automated responses, and gain actionable insights without manual intervention.
According to Nitin Agarwal, Co-founder and CTO of Locobuzz, the goal is to empower CX leaders with the necessary tools and insights to unlock exceptional customer experiences and drive business growth. Each enhancement is meticulously designed to simplify their lives, providing richer analytics, faster time to value, and a unified platform that saves time and resources.
The key features of these innovations include:
1. Smart Ticket Creation: Locobuzz’s AI-led smart ticket creation automatically identifies key issues and opportunities from social media conversations and converts them into customer support tickets. By filtering out non-essential interactions, this feature dramatically reduces agent workload, allowing them to focus on genuine customer concerns. A leading consumer electronics brand saw a remarkable 63% improvement in First Level Response (FLR) and a staggering 94% reduction in direct close tickets within the first week of using this feature.
2. AI Conversation Tags: This powerful feature utilizes artificial intelligence to automatically identify and categorize different types of conversations into customer intent tags such as requests, appreciation, and complaints. It provides a clear context for each message and simplifies the handling of social media interactions, enabling better customer responses. These tags can also be used to route specific types of conversations to specialized teams and agents.
3. Ticket Summarization: The Ticket Summarization feature allows agents to quickly understand customer interactions by creating concise summaries. These summaries emphasize the critical points of conversations, enabling agents to expedite the resolution process and make informed decisions. This feature significantly reduces agent handling time, boosting customer service productivity by up to 40% while keeping agents updated.
4. ResponseGenie: ResponseGenie is a game-changing addition to Locobuzz’s CX suite, providing support agents with AI-powered response suggestions. Using advanced AI capabilities and a robust brand knowledge base, ResponseGenie delivers precise, real-time replies to social media inquiries, enhancing response quality and agent efficiency. Within weeks of using this feature, notable improvements include a 45% reduction in average handling times and increased customer satisfaction.
Locobuzz’s latest AI-powered innovations aim to revolutionize customer experience management by streamlining operations and empowering brands to deliver exceptional customer experiences. With its cutting-edge features and benefits, Locobuzz is set to redefine the way brands engage with their customers and drive business growth.
