Pulls Cases and contact center metrics from Salesforce Service Cloud and other support systems to get instant insights on support team performance, and deeply analyze and score 100% of customer conversations.
Why integrate Pathlight with Salesforce Service Cloud?
Pathlight pulls in Cases and metrics from Salesforce Service Cloud to provide businesses with a single line of sight into contact center performance and deeply analyze and score 100% of your support cases.
Powered by Large Language Models (LLMs) and Generative AI, Pathlight can capture, transcribe, tag, and categorize every Service Cloud Case across every channel, swiftly identify trends, uncover quality issues, and discover trends and opportunities to make data-driven decisions and deliver personalized coaching in real-time.
Features
- Easy one-click integration
- Holistic line of sight into contact center performance across every channel and support systems
- Automated goal-setting for every metric, team, and individual based on historical performance
- Auto-analyze 100% of support Cases from Day 1
- Instant insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Instant summarization of quality and performance with coaching recommendations
- Best-in-class audio call and recording transcription
- Auto-generated tags based on natural language and pre-defined criteria
- Select and analyze tickets based on tags, ticket status, and other custom fields
- Custom scorecards, side-by-side view, and annotations
- Multi-language support
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