Control Center
Operations documentation page for SupportLogic Control Center
SupportLogic
Operations documentation page for SupportLogic
Description
SupportLogic is a customer support AI platform that uses natural language processing to analyze customer interactions and predict customer escalations before they happen.
Getting access
Access is provisioned through Lumos.
Subscription overview
Current subscription type: CoreSX
Pricing Model: Usage-based (Credits)
Below outlines the features included in our current subscription:
| Feature | Description |
|---|---|
| Sentiment Analysis | Uses AI to detect tone, urgency, frustration, and other emotions from support tickets. |
| Escalation Management | Predict tickets that are likely to escalate based on sentiment and signals. This helps reduce escalation rates and improve support efficiency by allowing our support team address issues early on. |
| Backlog Management | Surfaces aging or at-risk tickets from the backlog, helping the team prioritize and close them more efficiently. |
| Text & Support Analytics | Extracts key topics, patterns, and issues from support cases using Natural Language Processing (NLP). |
| Proactive Alerts | Create and send custom proactive notifications (Slack, CRM, etc.) when specific risk or sentiment triggers are detected. |
| SLA/SLO Management | Allows us to set up service-level goals and agreements within SupportLogic and use it to create proactive alerts on possible breaches or delays. |
| Custom-Tuned AI Models | AI is tailored to our historical support data and language, making predictions and alerts more accurate. |
| 40+ Signal Extraction | Pulls out over 40 different customer sentiment signals (for example: urgency, frustration, product mentions and etc) from our support data using AI and NLP. |
Modules such as Assign (Intelligent Case Assignment), Elevate (Quality Monitoring), Assist (Support Productivity) and Expand (Account Management) are seat based license and not included in our current subscription. See SupportLogic’s pricing page for more details.
Field Configuration and Refresh
Operations documentation for SupportLogic field configuration and refresh
Managing Users
Operations documentation page for Managing Users in SupportLogic
Roles and Permissions
Operations documentation for SupportLogic's Roles and Permissions
Troubleshooting Common Issues
Operations documentation for troubleshooting common issues in SupportLogic
Last modified July 16, 2025: Add SupportLogic subscription overview (
9d0abd7f)
