Which feature supports agents in reducing response times to urgent issues?

Einstein Case Classification is designed to help agents prioritize and route customer inquiries based on urgency, allowing them to focus on the most critical issues first. By utilizing machine learning algorithms, this feature analyzes incoming cases and classifies them according to predefined criteria, such as urgency, type, and complexity. This automated classification aids in streamlining the workflow for agents, ensuring that they address urgent matters promptly, thus reducing overall response times.

In contrast, other features like Einstein Discovery focus on providing insights from data analysis and trends, Einstein Language is more about natural language processing for understanding text data, and Einstein Bots handle basic customer interactions but do not prioritize or classify issues. Hence, these features do not directly enhance the agents' ability to respond to urgent issues efficiently.