IrisAgent, an AI-based proactive customer support solution, has partnered with both Zendesk and Intercom and launched its offering on their respective marketplaces. IrisAgent delivers proactive customer support with AI-powered alerting, automated resolution and correlation of support tickets and product issues. It proactively discovers trending issues instead of waiting for customers to report them and reduces support escalations and ticket resolution times.

Over the last twenty years, technology has come a long way. However, amidst the fast-paced world of DevOps and ever-evolving software releases, customer support – the tech stack’s unloved cousin – has been lagging behind. When new software is released, the company – rather than customers – should be the ones to flag faults. Support should be kept up-to-date with product changes and equipped with the technical skills required to be able to solve customers’ problems on the front line.

Marketing Technology News: Alorica Hires Industry HR Leader Asma Sultana as Vice President of Corporate Talent Acquisition

With IrisAgent seamlessly connecting support platforms like Zendesk and Intercom with internal product, sales and engineering data sources, support teams can get full visility into top issues, respond faster to customers and improve collaboration with product teams resulting in fewer escalations.

Bring product and customer context to support teams
With IrisAgent’s AI capabilities, support agents can get to know customers’ business priorities and usage history to better-empathize with their experiences. They can leverage internal operational and product signals to instantly discover the source of user issues and link them with known product bugs in Jira.

Automate tagging, routing and prioritizing within your ticketing platform
IrisAgent discovers tags customized to your domain and automatically tags new tickets. Support teams can save countless hours spent in manual and inaccurate ticket tagging and backlog management.

Marketing Technology News: MarTech Interview with Alex Campbell, Co-founder and Chief Innovation Officer, Vibes