CX IQ
Customer Experience Intelligence.

End-to-end AI-powered CX and contact center intelligence platform for real-time customer engagement, automated allocations, and service excellence.

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chat_bubble Active Streams 42 Queue
Sarah Jenkins 2 min ago
Messenger Frustrated

I haven't received my refund yet. Can you please check on order #2981?

David Miller 10 min ago
Instagram Positive

Your product is amazing! Just commented on your latest post.

Aisha Al-Mansoori 18 min ago
WhatsApp Neutral

Can I reschedule my maintenance appointment for tomorrow morning?

Liam O'Connor 1 hour ago
App Store Critical

App crashes on startup since the latest update. Please fix!

SJ

Sarah Jenkins

via Facebook Messenger

Assigned (Auto)
rocket_launch AI Response Suggestions

Case Management

Ticket ID #TK-8942-CX
Queue Category Billing & Refunds
Priority Level High Priority

Customer Profile

Total Spend $1,450.00
CSAT History 4.9 / 5.0
CRM Link HubSpot #842

Designed for Real-time Engagement & Service Excellence

Aggregation, automation, allocation, and analytics. Experience a complete, high-fidelity CX hub.

Omnichannel & Public Engagement

Unify public feedback and private conversations into a single, high-speed inbox. Capture brand discussion points across social networks, review sites, app stores, and web chat.

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    Public Engagement: Monitor and respond to comments, brand mentions, and ratings across Google, Facebook, and App Stores.
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    Direct Messaging: Track DMs and inbox threads in a secure, unified workspace.
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    Website & App Management: Capture live web chat messages and native app inquiries instantly.
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    Chatbot Integration: Connect self-service chatbot assistants to offload repetitive first-line customer questions.

Omnichannel Flow Ticker

Google Review 5.0 ★

"Excellent delivery speed and packaging. Very happy with the support response."

Replied • 5 min ago
App Store Review 2.0 ★

"App crashes when clicking checkout. Payment got debited but order didn't generate."

Reply now →

Case Allocation Matrix

TK-2849 (Complaint)

Assigned to: Agent Ahmed

Auto Allocated
TK-2850 (Refund Check)

Assigned to: Agent Sarah

CRM Syncing

Customer Interaction & Case Management

Scale operations using automated chat routing, granular customer profiling, and full case escalation matrices linked directly with your enterprise CRM.

  • done
    Case Management System: Track support requests from initial query to final resolution with detailed audit trails.
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    Auto Chat Allocation: Intelligently route incoming customer threads based on agent availability and topic classification.
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    Customer Profiling: Group users automatically by segmentation tags (VIP, Frequent Buyer, High Risk).
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    CRM Integration: Read and sync profile information with HubSpot, Salesforce, and custom CRM systems.

AI & Automation

Empower agents with real-time AI-generated response suggestions, predictive sentiment tracking, and conversational workflows designed to resolve customer complaints.

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    AI Auto Replies & Suggestions: Generate immediate, contextual reply drafts for agent review.
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    WhatsApp Automation: Deploy conversational flows and instant templates for transaction updates.
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    AI Sentiment Tracking: Classify customer mood spikes (Positive, Neutral, Angry) dynamically.
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    Voice of Customer (VoC): Distill broad discussions into feedback trend insights.

Predictive Sentiment Feed

Angry Detection
"This is the third time my delivery was cancelled without notification. I want my refund immediately!"
AI Draft Available

Live Response Dashboard

Average Resolution Time

4.2 min

CSAT Score

4.85 / 5.0

Active Agents Status
18 Online 4 In Break

Analytics & Monitoring

Assess agent efficiency, customer satisfaction ratings, and long-term trends via high-fidelity visual dashboards.

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    Live Tracking Dashboard: Real-time overview of incoming traffic volume, queued cases, and response delays.
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    Advanced Analytics & Reporting: Generate scheduled performance reports for executive stakeholders.
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    Agent Performance Tracking: Monitor individual agent resolution rates, average handling time (AHT), and stars.
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    CSAT Setup & Monitoring: Dispatch automated feedback forms right after resolving a support case.

Intelligence & Optimization

Identify strategic optimizations using automated competitive metrics, text mining algorithms, and alert systems designed for supervisors and department heads.

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    Competitive Analysis: Benchmark your service levels and response speeds against key market competitors.
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    Data Mining Engine: Mine textual conversations to automatically identify emerging product defects or bugs.
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    Alerts & Escalation System: Receive push notifications on critical complaints and unresolved tickets.
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    Dedicated Mobile App: Enable supervisors and on-the-go agents to monitor cues and resolve issues via Android & iOS apps.
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Escalation Alert (Supervisor)

Ticket #TK-2910 has exceeded SLA deadline without response from Agent Ahmed. Re-allocating ticket...