NWWI partnered with Cleverly to optimize the support processes and improve agent experience. For this, they implemented Cleverly’s full platform solution, including Triage, Automations, Agent Assist, and Knowledge Management. First, using Cleverly’s triage and its pre-built classification system, NWWI was able to get visibility into their ticket distribution. For example, they immediately saw that over 12% of all their tickets were simple cancelation requests that did not need any agent interaction. They identified a few such categories and automated the replies, thus very quickly reducing the pipeline of cases for agents. They also took advantage of Cleverly’s advanced contextual lookup capabilities to find information specific to a customer’s context, in this case, the report number and its status from NWWI’s internal system. This not only reduced the time agents were spending on each request, but it also enabled the agents to provide more accurate answers. In parallel to automating the ticket categories, Cleverly’s Agent Assist went to work helping agents with their tickets in real-time. The agent assist suggests the best replies, macros, or self-service articles for the different types of requests directly in their Zendesk application view, ensuring faster, more consistent answers across the whole team. Lastly, to tackle the problem of knowledge management, NWWI took advantage of Cleverly’s knowledge management solution. With Cleverly’s knowledge management solution, NWWI gets visibility into the usage of macros and content for answering different categories of tickets and helps the team to identify and collaborate on keeping the database up to date.