Customer Service 360
Smarter, faster, more personal customer service.
Customer Service 360 on Appian is a scalable, framework-driven solution designed to transform how businesses support and engage their customers. With a real-time, unified view of customer interactions, AI-powered sentiment analysis, and deep system integration, it empowers service teams to respond faster, smarter, and more personally. Built for adaptability across industries, it streamlines operations, enhances satisfaction, and gives leaders the insights they need to continually raise the bar on service excellence.
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Cases and Status
Configurations
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.
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