SOFI - Service Agent Assistant
SOFI - System of Intelligence
SOFI is Servicely's System Of Intelligence, offering intelligent assistance and task execution across the Servicely platform.
What is SOFI Service Agent Assistant?
Sofi Service Agent Assistant (SAA) consists of four functional modules Intelligent Prediction, Intelligent Search, Intelligent Response and Expert Assist. At the core of Sofi Service Agent Assistant is a prediction engine that leverages historical data using machine learning and cognitive search technologies to make predictions and recommendations (by service agents and through automation) on the best way to the capture, manage, and resolve incoming calls.
Intelligent Prediction
Intelligent Prediction generates predictive models based on historical records stored within Servicely. Sofi accelerates call logging, triage, and issue resolution by providing service agents with contextual suggestions and automated actions based on what Sofi has learnt from previous interactions.
Intelligent Search
Intelligent Search provides enterprise-wide cognitive search that understands the intent of a query providing more relevant information retrieval to enable issues to be resolved faster. Intelligent Search is utilised in both the Sofi Service Agent Assistant and the Sofi Virtual Agent.
Intelligent Actions
SOFI can provide Service Agents with suggested actions to customers and other agents that may accelerate the logging and resolution of calls. Leveraging Intelligent Actions , SOFI can suggest (or automatically invoke) the necessary actions required to diagnose, progress or resolve an inbound work record, including invoking third-party integrations as required.
Virtual Agent
This page provides an overview of the functionality provided by the Sofi Virtual Agent. The Sofi Virtual Agent engages with customers through an multi-channel conversational interaction to resolve issues without human intervention.