Advanced Agent Support on Content, Database & Web
it’s pulling up policy details, product information, or FAQs, the assistant ensures that agents have the most up-to-date and accurate information at their fingertips, leading to faster resolutions and improved customer satisfaction.
The Self-Learning Contact Center
Call center agent continuously learns and adapts based on interactions and outcomes. Through machine learning, the assistant identifies patterns in customer queries, agent performance, and call outcomes, allowing it to optimize responses, suggest better solutions, and improve the overall efficiency of your contact center.
Automated Quality Scoring
Ensure consistent service quality with automated quality scoring. It generates detailed quality scores and feedback for each interaction, allowing managers to monitor performance in real time, identify areas for improvement, and coach agents effectively.
Conversation Intelligence
Harness the power of conversation intelligence to analyze customer-agent dialogues. It uses natural language processing (NLP) to transcribe and analyze conversations, identifying key themes, sentiment, and areas of concern. It provides valuable insights into customer emotions, agent empathy, and communication effectiveness, enabling your team to deliver more personalized and efficient service.
Real-Time Guidance to Agents During Live Calls
Support your agents in real-time with AI-powered guidance during live calls. it listens in on customer-agent conversations and provides contextual suggestions, such as potential responses, next steps, or knowledge base articles. This allows agents to respond quickly and accurately, even in complex or unfamiliar situations, leading to faster issue resolution and improved first-call resolution rates.
