TheLoops

AI Agents for The Next Era of CX Operations

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Description

TheLoops is an AI platform focused on improving Customer Experience (CX) operations. It allows businesses to build and deploy specialized AI agents that integrate directly into existing workflows, connecting with over 70 applications including CRM, CSM, and engineering tools. These agents work to automate various CX tasks, aiming to increase team productivity, reduce operational costs, and provide actionable intelligence from customer interactions.

The platform offers solutions like an AI Agent Copilot to assist human agents, automated quality assurance (AutoQA) for monitoring performance, intelligent case tagging and routing, prediction of potential escalations and customer satisfaction (CSAT), analysis of product feedback and topic trends, and automated knowledge base generation. TheLoops emphasizes fast deployment and quantifiable results, helping organizations become more data-driven and efficient in their support and success operations.

Key Features

AI Agent Copilot: Assists agents within their workspaces to resolve complex cases faster.
AutoQA (Support Quality Assurance): Monitors, guides, and elevates the performance of human agents and bots.
Auto tagging and Intelligent Routing: Automates case tagging and assigns tickets based on skill, availability, and capacity.
Escalation Prediction: Identifies and predicts potential customer escalations.
Predictive CSAT: Analyzes customer sentiment in real-time.
Product Feedback Analysis: Aligns product development with customer needs derived from feedback.
Topic Trend Analysis: Identifies patterns and trends in customer interactions.
Knowledge Generation: Automatically creates knowledge base drafts and articles from resolved cases.
AI Search: Provides instant answers through AI-powered search capabilities.
Integrations: Connects with over 70 applications across CRM, CSM, Engineering, and more.
Fast Deployment: Enables data connection in approximately 1 hour and AI agent building within 1 day.

Use Cases

Automating customer support quality assurance processes.
Improving agent efficiency and productivity with AI assistance.
Optimizing support ticket routing and backlog management.
Predicting customer escalations and satisfaction levels proactively.
Analyzing customer feedback and interaction trends for insights.
Automating knowledge base creation and maintenance.
Enhancing cross-team collaboration based on CX insights.

Frequently Asked Questions

How many Support agents should I have to start?

We recommend 25-30 Support agents as the baseline.

Can’t I just build this in house?

While AI may be more mainstream these days, it is not easy to build, train and maintain a platform of our sophistication in house. In order for McKinsey to create 1 use case alone, it took them a team of 12-16 data scientists over a period of 3 months. TheLoops is easy to turnkey.

How many Integrations are required to start?

You can start predicting with as little as 3 integrations–although many customers connect more to surface more insights.

Do you replace Customer Success tools?

We are not a replacement for Customer Success tools. Our AI does integrate with them to help you predict churn+more.