Customer Service 360
Smarter, faster, more personal customer service.
Customer Service 360 is an AI-powered solution built on Appian that unifies customer interactions across channels into one intelligent platform. With real-time visibility, automation, and self-service configuration, it helps teams resolve issues faster, personalize support, and scale operations with ease. Seamless CRM integration and multilingual support make it adaptable across industries and regions.
What’s not working
The Business Challenge
Disjointed Customer Interactions
Most businesses manage support across multiple disconnected tools, making it hard to track customer interactions, meet SLAs, or ensure consistent service.
Lack of Automation and Personalization
Without AI-driven prioritization and routing, service teams struggle with slow case resolution, missed insights, and subpar customer experiences.
Limited Visibility and Insights
Agents and executives often lack real-time data, making it difficult to monitor service health, identify recurring issues, or optimize operations.
Rigid Systems with Limited Flexibility
Many platforms lack the ability to customize workflows, integrate knowledge bases, or support multilingual use cases—restricting scalability and global reach.
Manual, Repetitive Tasks
Agents spend valuable time on repetitive actions like categorizing tickets, routing cases, or searching for resolutions—slowing response time and increasing burnout.
Key Features
Unified Customer View
Give your agents a centralized view of customer accounts, interactions, and case history, all in a single dashboard. This “customer-first” design ensures faster resolution, smarter responses, and more personalized support across every channel.
Sentiment-Driven Engagement
AI-powered sentiment analysis detects the tone of customer interactions in real time, enabling automated, personalized responses and intelligent routing based on mood and urgency.
Smart Routing & Case Assignment
Using AI and business rules, the platform categorizes and prioritizes customer issues, auto-assigns them to the most qualified agents, and even recommends field resources based on skills and location, driving faster resolution and better resource utilization.
Intelligent Data Extraction
Automatically extract relevant customer details, like product, contact, and account info, from emails, documents, or chats. Built on Appian’s Document Extraction and Google Connectors, this feature turns unstructured inputs into structured case data, saving time and improving accur.
Executive-Ready Analytics
Built-in dashboards give leadership real-time insights into case trends, agent performance, and recurring issues, enabling continuous improvement, smarter resourcing, and data-driven decision-making.
Flexible, Industry-Agnostic Design
Whether you're in finance, healthcare, telecom, or retail, the framework adapts to your workflows and regulatory needs—without heavy customization or long timelines.
Self-Service Configuration
A dedicated configuration portal allows authorized users to define workflows, set rules, and customize agent actions—without IT intervention. Tailor notifications, SLAs, channels, and automations to fit evolving needs.
Integrated Knowledge Management
Serve up the most relevant knowledge articles directly within the case view. Content can be curated, rated, and created on the fly, ensuring your teams always have the best information at their fingertips.
Enterprise-Grade Integration
Seamlessly integrate with your existing CRM, legacy platforms, and third-party tools to centralize all customer service operations, maximizing ROI on current tech investments.
Omni-channel Support
Deliver consistent, real-time service across web, phone, chat, social media, and more—with a unified dashboard to manage interactions and updates in one place.
Multilingual Support
Expand your reach and improve service quality with a multilingual framework that adapts to global markets and diverse customer bases, configurable to your language needs.
The Business Impact
End-to-End Visibility
Get a 360° view of customer interactions, case history, and entitlements—enabling agents to act quickly and confidently.
Accelerated Case Resolution
Leverage smart prioritization, auto-assignment, and intelligent entity classification to reduce resolution time and improve SLA adherence.
Improved Agent Productivity
Configurable smart actions, knowledge base integration, and a self-service configuration portal help agents focus on high-value interactions.
Stronger Customer Relationships
Multilingual support, real-time engagement, and personalized communication drive loyalty and customer satisfaction.
Scalable Across Verticals
Adapt the solution easily to insurance, banking, retail, telecom, and other industries—with flexible components built for enterprise needs.
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