CSM · AI
Priority Ranking & Interaction Management Engine — listens to all written channels and decides whether each incoming item is a genuine customer ticket that needs handling, and how urgent it is.
PRIME Output
Message type
Operational priority
+ a confidence score for every decision
On campaign days, written channels receive thousands of messages — and not all of them are real tickets. PRIME meets this flood at the gate, filters it and prioritizes it.
Emojis, short contextless content, irrelevant messages from automated mailing lists and misrouted emails are filtered out or marked as low priority.
Every valid message is classified as a complaint, request, information, thanks or spam. The decision is a fusion of rule-based features, a transformer sentiment model and LLM context evaluation.
Based on the tone, topic and impact of the content, an urgent, high, normal or low priority is assigned; every decision comes with a confidence score.
Starts with a generic model plus rules; specializes for your organization as verified examples accumulate. Every case — resolved or not — is fed back into training.
Every ticket PRIME lets through the gate is placed into the right category of your own category tree by Issue Intelligence and routed to the right workflow. When noise is filtered out before it gets in, every model downstream has an easier job.
Next4biz has a structure that allows us to make the changes we want. Moreover, it's a local product. We decided to use Next4biz to be able to track our customers' history, facilitate communication between internal departments, and be able to stay with the customer until their ticket is resolved.
Operations Manager / Banking
We went through an adaptation process consisting of 2 parts. While we, as the business team, designed the category tree, interfaces, and processes needed for ticket management by leveraging the Next4biz team's experiences for each of our business channels, the technical teams integrated all our systems.
Customer Experience Director / Retail
Next4biz's experience especially in e-commerce, being a process-based system, and providing the opportunity to manage marketing, sales, and after-sales services as a whole was our most important reason for preference.
Customer Service Manager / Insurance