Neuron7 Raises $10M To Help Customer Service Agents Find Solutions
06/21/22, 1:00 PM
Money raised
$10 million
In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility, and customer satisfaction challenges, agents are quitting at a faster rate than in the past — a problematic trend in a high-turnover industry. According to a February 2022 Salesforce report, 71% of customer service agents have considered leaving their job in the past six months. The impact is becoming clear
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To inform future recommendations, the platform also tries to capture how technicians diagnose and solve issues, in part by monitoring data streams from relevant connected devices. As Patel describes it, Neuron7 uses natural language processing to guide users step by step, analyzing metadata from knowledge bases, product documentation, customer support call logs, and transcripts to create a “collective intelligence” that can help diagnose and solve problems.Neuron7 isn’t the first to market with a recommendation engine for customer service — far from it. Neuron7 solves an expensive problem for IT, by putting it to work without developing custom search applications or funding expensive data integration and curation projects ..