Name: IrisAgent
Author: Iris Agent

Help Desk

Web and Video Conferencing

Customer Support

Service Mesh

Development

K-12 Online Learning

Education

Business Intelligence (BI)

Collaboration

Demand Planning

Policy Management

Enterprise

Accounting

Accounts Receivable

Crypto Accounting

Tax Compliance

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

Application Infrastructure

Cloud Management

Cloud Storage

Code Review

Converged Network Adapters (CNAs)

Data Center Networking

Data Integration

Density-Optimized Servers

Embedded Database

Fraud Detection

Identity Verification

Integration Platform as a Service (iPaaS)

Intranet

Low-Code Development

Managed Detection and Response (MDR)

Mobile Device Management (MDM)

Network Performance Monitoring

Platform-as-a-Service (PaaS)

Technology Business Management

WAN Optimization

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

Affiliate

All-in-One Marketing

Click Fraud

Content Management

Customer Journey Mapping

Digital Rewards

Email Marketing

Marketing Automation

Mobile Analytics

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Video Conferencing

Professional Services

Auction Software

Call Recording

Customer Relationship Management (CRM)

Lead Management

Predictive Sales Analytics

Product Configuration

Quote to Cash

Sales Engagement

Sales

Application Security

Database Security

Virtualization Security

Security

Civil Engineering

Inventory Management

Mobility as a Service

Physical Therapy

Vertical-Specific

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IrisAgent, developed by Iris Agent Inc., is a support automation platform that utilizes Generative AI to improve customer support operations. According to the vendor, IrisAgent offers features such as instant tagging, triaging, and resolution of support queries, allowing customer support teams to focus on more complex tasks. The AI-powered system claims to analyze and understand customer queries, providing accurate and relevant responses for faster ticket resolution and improved customer satisfaction.

## Key Features

- **Generative AI Support**: According to the vendor, IrisAgent leverages Generative AI to instantly tag, triage, and resolve support queries, enabling customer support teams to handle more complex tasks efficiently.

- **Automated Workflows**: IrisAgent claims to provide automated workflows that streamline repetitive tasks and improve productivity within support operations. Users can reportedly set up no-code workflows to automate processes, freeing up time for more critical work.

- **Automated Ticket Tagging and Triage**: The vendor states that IrisAgent automatically tags and triages support tickets, eliminating the need for manual and inaccurate tagging. The system analyzes ticket content and applies customized tags based on the user's domain, ensuring accurate categorization and improving ticket management processes.

- **Real-Time Sentiment and Customer Health Analysis**: IrisAgent claims to offer real-time analysis of sentiment, revenue, and customer health to predict and prevent escalations. By monitoring customer sentiment and health, the system aims to proactively identify at-risk customers and take appropriate actions, reducing escalations and improving customer retention.

- **Integration with Support, Product, and Engineering Systems**: According to the vendor, IrisAgent seamlessly integrates with popular support, product, and engineering systems, providing a comprehensive view of customer interactions. The integration enables faster identification and resolution of issues by correlating tickets, alerts, and bugs, facilitating improved communication and collaboration between teams.

- **Support for Multiple Languages**: IrisAgent supports all major languages, allowing companies to provide multilingual support to their customers. The system claims to analyze and respond to customer queries in different languages, enhancing the accessibility and effectiveness of customer support operations.

- **Customizable and Easily Configurable**: According to the vendor, IrisAgent offers easy customization and configuration options to adapt to the unique needs of businesses. Users can reportedly customize tags, workflows, and settings without requiring extensive coding or technical expertise, making it simple to tailor IrisAgent to specific support operations.

365Ticketing

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

IrisAgent

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Iris Agent

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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IrisAgent

Overview

What is IrisAgent?