See the new features in action in a virtual fireside chat on October 4th, 2023 at 9:00 am PST.

TheLoops AI, the leading predictive CX operations platform, announced today the addition of three robust generative AI (GenAI) capabilities to greatly enhance productivity and insights for customer experience teams across organizations of every size. Seamlessly integrated with TheLoops core platform, AI Agent Copilot, AutoQA, and Customer Engagement Summaries can deliver measurable wins to teams within days of deployment.

“This is a historic moment in customer experience management where brands are going to see exponential gains in managing and understanding their customer experience,” said CEO and Co-founder, Somya Kapoor. “Prediction and GenAI are providing our customers with rapid efficiency and productivity–resulting in six figure cost savings. Across the market, enterprise companies want to adopt new GenAI technologies but they’re leery of bringing on multiple point solutions to solve their CX challenges. That’s why my co-founder Ravi Bulusu and I have been very deliberate in creating an all-in-one platform with turnkey governance, where GenAI is not a separate ‘add-on’ or option, but is the last mile.”

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GenAI Features Announced Today:

AI Agent Copilot: Previously known as AI-Assisted Support, TheLoops Copilot expands on the original solution by incorporating the most advanced generative AI capabilities such as case summarization, personalization based on contextual data, and prompt-chaining transforming them into modular components within agent workspaces in Zendesk, Intercom, Salesforce, Jira and Servicenow. This integration not only reduces the time required to resolve complex issues but also delivers personalized outcomes for every customer.

AutoQA: Streamlining the Copilot experience, AutoQA allows businesses to immediately extract quantitative and qualitative signals from customer conversations across various channels and languages. Managers can instantly identify areas where agents excel and areas that require training, providing real-time insights into procedural compliance, tone, and empathy.

Customer Engagement Summaries: TheLoops remains committed to delivering on the promise of predictive escalations, proactive backlog management, and driving actionable case insights. With GenAI, TheLoops has taken these capabilities even further, enhancing them with advanced summarization. Major incidents can now be effortlessly summarized, enabling faster response times and more efficient resolutions. Additionally, GenAI summarizes knowledge gaps and product feature requests extracted from customer cases, facilitating continuous improvement and driving innovation.

Several customers are already taking advantage of these features and expanding their use cases.

Matt Dunn, Senior Director of Technical Success at Sauce Labs, has adopted AI Agent Copilot. “We are already live with TheLoops GenAI capabilities—we got this up and running in a matter of days. TheLoops AI is easy to deploy and use: our team is already seeing tangible value with efficiency gains in our agents’ performance.”

Another customer, Genady Rashkovan, Vice President of Support at Tricentis, added, “For the first time in twenty-five years of working in Support, I was amazed to learn that we can get intelligent insights that help predict and prevent escalations, provide a unique perspective on agent’s performance and form a Customer Health score based on case content, handling and trends. TheLoops AI has transformed our operations, saving us countless hours of manual analysis and enabling us to deliver the best customer experience.”

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