Case Management Issue Tracking

AI-Powered Case Management

Orchestrate A Seamless Service Experience

Automate your customer service funnel and transform your support organization with AI-powered case management

Slow resolution times lead to churn: build lifelong loyalty through faster, smarter service

  • $41B Lost by US companies each year following a bad customer experience
  • 69% Americans who would recommend that company to others after a positive experience

Source: A Nation Of Serial Switchers, The Multibillion Dollar Cost of Poor Customer Service — NewVoiceMedia

Customer Service Workflow Icon

Workflow Management

Minimize customer frustration by reducing wait and resolution times with intelligent workflows that effectively triage and route millions of issues to the right agent in real-time

Issue Prediction CSAT

SensAI Predict

Finally, AI that actually works: reduce response times, maximize service team efficiency, and eliminate those time-wasting repetitive tasks with AI-powered issue classification. With Helpshift’s out-of-the-box AI engine, customize and deploy AI models without additional contractors, developers or data scientists.

  • Based on AI-powered issue classification, automatically route issues to specific agents, send auto responses, add tags and more.
  • The power of SensAI Predict allows for unprecedented levels of efficiency in contrast to using keyword automations alone. With SensAI Predict, incoming issues are triaged with higher and higher levels of accuracy as SensAI continuously learns and improves based on agent feedback.
  • SensAI Predict only needs to be trained once, meaning supervisors have more freedom as they no longer have to manually add keywords. They can easily create workflows based on new visibility into emerging trends.
Live Chat Example


Speed up service and meet your support team SLAs with customizable automations that can engage bots, automatically tag issues, assign them to specific agents or queues, send auto-responses and more.

  • Trigger actions after a predetermined length of time with time-based automations.
  • Configure rules to automatically triage and route new inquiries with issue-based automations.
Case Management Issue Routing


Streamline agent operations and reduce service inefficiencies by routing issues to specific agents and queues based on language, user type, customer status and more.

  • Limit agent capacity so that customers don’t experience long wait and resolution times with built-in load balancer and backlog management.
Case Management Priority


Improve first contact resolution rates and issue resolution time by intelligently routing issues to the most qualified and available agents.

  • Prioritize issues based on customer information and issue type with priority-based routing.
  • Segment and automatically route issues to the most qualified agents with skill-based routing.
Case Management Dashboard

Unified Dashboard

Deliver consistent customer experiences and manage your service operations by integrating all your digital support channels – including web, mobile and email – onto a single platform.

  • Drive cross-channel efficiency by consolidating, prioritizing and assigning issues from different channels from one unified dashboard.
  • Boost agent productivity by allowing them to provide cross-channel support from a single interface. They don’t have to toggle between tabs or navigate away from Helpshift Dashboard to provide support.
Customer Service Workforce Icon

Workforce Management

Efficiently manage your team and stay on top of agent performance with
Helpshift’s workforce management capability

Service Team Dashboard

Teams & Groups

Effortlessly manage distributed teams and improve service efficiency by structuring your agents into teams and groups.

  • Impact
  • Group agents by skills and specializations.
  • Organize agents into teams based on issue-type, channel specialization, outsourced support partnerships and other customizable parameters.
Real Time Queue Performance

Workload Management

Get unprecedented visibility and actionable insights into your service operations, and take real-time action to manage inefficiencies with Helpshift’s Real-Time Operations.

  • Impact
  • View real-time metrics on the performance and capacity of their teams and queues.
  • Proactively spot backlogs and inefficiencies.
  • Instantly manage resources to meet demand at scale.
Customer Service Productivity Icon

Agent Productivity

Supercharge your agents and dramatically improve customer experience with AI-powered tools that help your agents provide fast, effective and personalized support at scale

Case Management Tracking

AI-Powered Agent Assistant

Increase the speed and efficiency of your service team by intelligently suggesting relevant articles from your knowledge base right within the agent dashboard.

  • Impact
  • Improve time to first response
  • Reduce holding time
Case Management Quick Responses

Quick Replies

Improve time to first response and reduce holding time by offering prewritten messages that agents can use to quickly respond to inquiries.

  • Impact
  • Improve time to first response
  • Reduce holding time
Case Management Collaborating

Agent Collaboration

Allow your agents to easily tap a knowledge base of internal experts and stakeholders to quickly and effectively resolve service requests through collaborative case management.

  • Impact:
  • Resolve customer issues faster
  • Minimize time to first response
360 Customer View

360º Customer View

Enable any agent to provide personalized service to any customer by arming them with complete, contextual and up-to-the-minute customer information upfront.

  • Impact
  • Reduce time to resolve
  • Increase retention
At Scopely, we are excited to be partnering with Helpshift to level up our Customer Service with AI. Helpshift's AI-powered Issue Classification has been able to intelligently predict tags for incoming issues with high accuracy and has allowed us to optimize our knowledge base and operations.
Chris WhittingtonDirector of Player Support at Scopely

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