SOFI - System of Intelligence
1 min
SOFI is Servicely's System Of Intelligence, offering intelligent assistance and task execution across the Servicely platform.
SOFI brings the following capability to your Servicely instance:
- Service Agent Assistant:
- Assists service agents with intelligent predictions, search, and response capabilities to resolve tickets faster and more accurately.
- Intelligent Prediction:
- Uses machine learning to predict outcomes, classify tickets, and suggest next actions. This includes creating and training prediction classifiers and enabling predictions directly on Servicely forms.
- Intelligent Search
- Enhances the search experience within Servicely by providing smarter, context-aware search results. It can be trained to improve accuracy over time.
- Intelligent Response
- Suggests relevant responses to agents, helping them reply to user queries more efficiently.
- Expert Assist
- Connects agents to subject matter experts or provides expert-level recommendations based on the context of the issue.
- Dashboard and Metrics
- Offers dashboards and analytics to track the performance and impact of Sofi’s AI features.
- Sofi Virtual Agent
- A conversational AI bot that interacts with users, answers questions, and automates routine tasks using natural language understanding (NLU) and dialog management.
- Dialog Manager
- Manages conversation flows, NLU models, and advanced dialog configurations for the virtual agent.
- Advanced Configuration
- Allows for custom server action scripts and deeper integration with ServiceNow processes.
- Security and Architecture
- Designed with secure API integration and configurable architecture to fit enterprise needs.