Customer Service
Customer service with the full picture behind every case
Handle cases and tickets with AI triage, sentiment, and escalation — connected to the same customer record your sales, orders, and loyalty run on.
Support agents give better answers when they can see the whole customer. In Ikonic, a case sits on the same customer record as the orders, invoices, and loyalty behind it — so agents have context without switching tools. AI triages incoming cases with sentiment and entity extraction, suggests similar past cases, and routes by category and priority, while voice agents and surveys close the loop.
What you get
Cases & tickets
Customer cases and support tickets with categories, priorities, and assignment rules that route work automatically.
AI triage & suggestions
Sentiment and entity extraction on every case, similar-case suggestions, and escalation when it matters.
Full customer context
Cases attach to the shared customer record, so orders, invoices, and loyalty history are one click away.
Voice support
Voice agents add real-time speech and telephony for spoken support and call handling.
Surveys & feedback
Rule-driven surveys capture satisfaction and trigger automated follow-up actions from responses.
Real-time notifications
In-app, email, and real-time delivery keep agents and customers updated as a case progresses.
Powered by these Ikonic modules
Case Management
Customer cases and tickets with AI triage, sentiment, and escalation.
AI Agents
Tool-using agents with schema-aware knowledge (RAG), training examples, per-module knowledge packs, and safe, tenant-scoped execution.
Voice Agents
Real-time speech, transcription, and telephony for hands-free conversations.
Surveys & Feedback
Rule-driven surveys with recipient targeting and automated actions.
Notifications
In-app, email, and SignalR real-time delivery with per-audience templates.
Frequently asked questions
- How does AI help with customer service?
- Incoming cases are triaged with sentiment and entity extraction, matched against similar past cases, and escalated when needed — so agents start with context and a suggested path.
- Can agents see a customer’s order and payment history?
- Yes. Cases sit on the same shared customer record as sales, invoicing, and loyalty, so full history is available without leaving the case.
- Do you support phone and voice channels?
- The Voice module adds real-time speech-to-text, text-to-speech, and telephony for spoken support and call handling.
- How do we measure satisfaction?
- Rule-driven surveys collect feedback and can trigger automated actions, feeding results back into cases and customer segmentation.
See it on your data
Tell us how your team works today and we’ll map Ikonic Customer Service to your workflow.