Harvey

Features of Harvey

• Intelligent Email Template Suggestions: Harvey uses Natural Language Processing (NLP) to analyze customer messages and intelligently suggest the most relevant email template(s) to help provide a satisfactory resolution. This feature helps to find the email template you need quickly and efficiently.
• Thank You Detection: Harvey can identify and close conversations that get reopened due to non-actionable customer responses having an underlying “Thank you” sentiment. This feature helps to manage hundreds of such conversations frequently without spending too much time and effort to ‘close’ them individually.
• Accountability and Learning: Harvey is an intelligent bot that learns from you. Whenever an agent reopens any conversation that Harvey might have closed incorrectly, Harvey uses it as feedback to improve the accuracy of its algorithm.
• Easy Setup: Setting up Harvey is incredibly easy. All it takes is a single click to enable or disable Harvey’s "Thank You Response Detection" for any shared mailbox.

Benefits of Harvey

• Boosts Team Productivity: Harvey performs the manual, repetitive task of closing conversations that get reopened due to non-actionable “Thank You” responses. This helps teams manage their work better by focusing on the important tasks.
• Improves Performance Metrics: The non-actionable responses can significantly impact your defined SLAs. By automatically closing such conversations instantly, Harvey ensures that your analytics data remains accurate.
• Enhances Customer Service: Harvey can accurately identify the context of customer conversations and offer intelligent suggestions to support agents, enabling them to work faster and delight customers even better.
• Saves Time: Harvey helps to manage hundreds of conversations frequently without spending too much time and effort to ‘close’ them individually.

Who Harvey is useful for

• Customer Support Teams: Harvey is a great tool for customer support teams as it can accurately identify the context of customer conversations and offer intelligent suggestions to support agents.
• Operations Managers: Harvey can help operations managers by performing the manual, repetitive task of closing conversations that get reopened due to non-actionable “Thank You” responses.
• IT Teams: IT teams can benefit from Harvey's easy setup and its ability to integrate with shared mailboxes.
• Businesses with High Email Traffic: Any business that deals with a high volume of customer emails can benefit from Harvey's ability to manage and close conversations efficiently.

In conclusion, Harvey is an AI assistant that can significantly enhance the efficiency and productivity of customer support teams. Its intelligent features, such as email template suggestions and thank you detection, can save time and improve performance metrics. Furthermore, its ability to learn and improve makes it a valuable tool for any team dealing with high volumes of customer emails.