Soapbox for ITSM

Boost your Service Desk productivity with intelligent process augmentation and automation

With natural language understanding capabilities, Sofi.ai interprets the intent of the customer and assists your staff to resolve issues faster. If unable to resolve, Sofi.ai will classify and assign the task to the correct group, saving time, reducing mistakes and improving customer experience.

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Key benefits

87% First-call resolution 12.23%
55% Auto resolution 15.51%
85% Self-service uptake 15.51%
1:30s Mean time to resolution 45s

Compare legacy platforms to Soapbox

features
Legacy platforms
With Soapbox

Legacy platforms

Agents make best effort evaluation, resulting in lack of service consistency and accuracy

With Soapbox

Using leading edge AI technologies, Soapbox understands and automatically classifies and assigns to correct resolver group

Legacy platforms

Keyword searches with synonyms and localised language conversions return no results (i.e: wifi, wi-fi and wireless)

With Soapbox

Soapbox federates knowledge artefacts across the enterprise, providing contextually relevant knowledge ‘in-process’ to the Agent

Legacy platforms

Agents ‘swivel chairs’ to other consoles and colleagues to diagnose and take action

With Soapbox

Soapbox understands the issue, takes automated diagnostic actions and prompts Agents with recommended steps

Legacy platforms

> 50% - This industry average depends on more than 200 hours of on-boarding and recurring annual refreshers

With Soapbox

Over 80% increase by making the knowledge of your most experienced Agents available to everyone through Sofi.ai

Legacy platforms

> 5 min

With Soapbox

< 90 sec

Legacy platforms

Low adoption rates. Customers don't find the information they are after

With Soapbox

Over 40% improved adoption rate using the Soapbox Virtual Agent experience to find the right information at the right time

Legacy platforms

Changes are classified and accessed based on an individual experience rather than the collective experience of past changes

With Soapbox

Soapbox predicts classification and business impact assessment based on historical analysis and entities involved

Legacy platforms

Problems require people to investigate to identify if a problem exists

With Soapbox

Soapbox alerts customers and Agents to potentially relevant problems, and provides relevant work arounds

Legacy platforms

Knowledge seldom utilised because it’s difficult for Agents to create and difficult for both Agents and customers to find them with traditional keyword-based search

With Soapbox

Knowledge articles from various repositories are indexed using ‘Natural Language Processing’, improving accuracy and contextual relevance. Knowledge search results are improved based on contextual and historical relevance

Legacy platforms

Manual checklists to instruct Agents on issue resolution process with no compliance or governance monitoring

With Soapbox

Soapbox detects the issue and takes the Agent or the user through the process while recording every step to resolution