Bring customer feedback into a considered response process.

Description

The Reputation Manager SAM is a Digital Employee for customer experience teams. Its job: bring customer feedback into a considered response process. It works from your approved knowledge, keeps a memory of past conversations and hands decisions to the people you name.

Use cases

• Collect feedbackHandled by the Reputation Manager SAM and logged for your review.
• classifyHandled by the Reputation Manager SAM and logged for your review.
• draft replyHandled by the Reputation Manager SAM and logged for your review.
• escalate concernHandled by the Reputation Manager SAM and logged for your review.

How this SAM helps

Collect feedback → classify → draft reply → escalate concern

Knowledge it needs

Add the procedures, examples and exceptions relevant to this role. Assign an owner to keep that guidance current.

You set the authority

No fabricated reviews or review suppression schemes

Track the result

Response coverage

Emotional intelligence

This SAM includes ANNA's emotional-awareness layer. Sentiment recognition reads tone, words and context so it can slow down for an anxious customer, acknowledge frustration and hand over to a named person when a conversation needs a human touch.

• Powered by ANNA — Advanced Neural Network Architecture
• Directed and governed by your AIM System
• Human approval kept for binding decisions
• Full analytics and audit trail

How to reach this SAM

Reach this SAM — and let it reach your customers and team — through the channels you switch on. Access is scoped to the role and the actions you authorise.

• PhoneConfigured to your procedures, permissions and connected systems.
• SMSConfigured to your procedures, permissions and connected systems.
• AIIT Command CenterConfigured to your procedures, permissions and connected systems.
• Mobile SAM ManagementConfigured to your procedures, permissions and connected systems.
• EmailConfigured to your procedures, permissions and connected systems.
• Web chatConfigured to your procedures, permissions and connected systems.
• WhatsApp BusinessConfigured to your procedures, permissions and connected systems.
• Microsoft TeamsConfigured to your procedures, permissions and connected systems.
• Human handoverConfigured to your procedures, permissions and connected systems.
• Custom channelsConfigured to your procedures, permissions and connected systems.