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IrisAgent AI-powered Support Operations Automation now Available on Salesforce AppExchange

IrisAgent, the leading AI-powered Support Operations Automation Platform is now available on Salesforce AppExchange – the world’s #1 marketplace for enterprise applications.

With IrisAgent for Salesforce Integration installed, frontline support agents using Salesforce Service Cloud now get access to critical real-time AI-powered insights to Jira bugs, DevOps logs, and alerts right inside the Salesforce interface. Agents access these insights side-by-side to active cases via an embedded widget. With 58% of organizations looking at Product Led Growth, IrisAgent for Salesforce delivers critical insights to frontline agents that helps drive conversions, adoption, and revenue growth. With the AppExchange Certification IT Admins, Salesforce Admins, and Security teams can be assured of a secure integration. Key capabilities of the integration include:

  • Automated tagging of tickets, thus helping answer tickets with AI discovery from previous cases, known product issues, and knowledge bases.
  • Automated triaging of support cases by linking Jira bugs, DevOps logs, alerts, and user activity timelines with cases in real time. This helps detect and resolve product and customer experience issues 45% faster.
  • Auto-responders for answers to common questions, so agents stay focused on more complex issues.
  • Customer Sentiment Analysis to proactively predict escalations and churn risk

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“To achieve faster resolution, support teams need real-time contextual insights from a variety of sources – such as product release and bug tracking tools, application monitoring, and alerting tools. IrisAgent manages this complexity and delivers it to support agents right inside Salesforce” – says Palak Dalal Bhatia, CEO IrisAgent, Inc.

Additionally, supervisors, managers, and support leaders get advanced reporting capabilities with IrisAgent reporting that now pulls in Salesforce data. Thus, with this bi-directional integration, Salesforce Service Cloud customers have empowered agents and happy customers.

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[To share your insights with us, please write to sghosh@martechseries.com]

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