Tool Details

Twig icon

Twig

Overview

Twig is a company that specializes in AI solutions for customer experience (CX) teams, providing tools to enhance customer support through advanced natural language processing and AI-driven insights. Their platform is designed to improve response times, accuracy, and efficiency in handling customer inquiries by integrating with existing knowledge bases and support systems.

Industry: AI Software

Ideal Customer Profiles: Twig's ideal customers are B2B companies with dedicated customer experience teams, particularly those in tech industries that require efficient and accurate customer support solutions. These companies benefit from AI-driven tools that can integrate with their existing systems to enhance support operations.

Website: twig.so

LinkedIn: http://linkedin.com/company/twig-so

Products

AI Brain for CX

Twig's AI Brain for CX uses advanced natural language processing to read and understand complex documentation, knowledge bases, and historical tickets, enabling support agents to resolve tickets faster and with higher quality. It is designed to integrate seamlessly with existing systems and continuously improve through interactions.

Features

Natural Language Processing

Description: The AI solution uses NLP to understand and process complex customer inquiries, allowing it to provide accurate and efficient responses by accessing relevant documents quickly.
Benefit: Support agents can resolve customer tickets faster and with greater accuracy, improving overall customer satisfaction.

Automated Ticket Triage

Description: The AI can analyze and categorize tickets automatically, ensuring that support agents have quick access to the necessary information to resolve issues efficiently.
Benefit: Reduces the time spent on manual ticket categorization, allowing agents to focus on resolving issues.

Automated Suggestions

Description: The AI provides automated suggestions for resolving tickets based on the content and existing knowledge base, helping agents to find solutions more quickly and accurately.
Benefit: Increases the speed and accuracy of ticket resolution, enhancing customer support efficiency.

Knowledge Base Integration

Description: The AI integrates with existing knowledge bases to provide a unified source of information, ensuring that support agents can access the most relevant and up-to-date data quickly.
Benefit: Streamlines access to information, reducing the time needed to find answers and improving response times.

Personal-Based Behavior

Description: Users can customize the AI's response style, data source preferences, and tone, allowing for personalized interactions that align with company standards and customer expectations.
Benefit: Ensures that AI responses are consistent with brand voice and meet customer expectations, improving the overall customer experience.

Quantitative Benefits

"2X Faster First Responses"

"Twig AI helped us get a first response rate by 35% with no extra effort by the support agent"

"We helped Basis save 50+% in customer response time."

"40-50% savings in customer response times and hours spent have been reported by customers within 3 months of go-live."

"A team of 20 support engineers would save $125K per year."

""We doubled our customer response rate with Tax AI, this peak season.""

Testimonials

"We helped Basis save 50+% in customer response time."

Jennifer Schaen, SVP at Basis Customer Experience

Source: AI Brain for CX

"Twig AI helped us get a first response rate by 35% with no extra effort by the support agent"

Zach Johnson, Head of Customer Experience

Source: AI Brain for CX

""We doubled our customer response rate with Tax AI, this peak season.""

Kirsten Simmons, Director, Customer Success

Source: AI tools for Customer Service

Customer Stories

Basis

Problem: Long customer response times

Value Add: Twig AI helped reduce customer response time significantly

Outcome: Basis saved over 50% in customer response time

Source: AI Brain for CX

TFX (Tax for Expats)

Problem: Slow first response times in customer support

Value Add: Twig AI drafts responses to customer queries referencing help articles, resolved tickets and support channels

Outcome: Achieved 2X faster first responses

Source: AI Brain for CX

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