| Customizable Scenarios |
The user-friendly interface allows users to tailor real-time scenarios to fit unique business workflows. Users can easily add prohibited words, key phrases, and manage regulatory issues. Real-time alerts notify agents and supervisors promptly. |
| API-Powered Alerts |
Agent Assist integrates seamlessly with workflows via advanced API capabilities, delivering real-time alerts through various channels to the right users, improving operational efficiency and empowering customer support teams. |
| Real-Time Sentiment Detection |
Agent Assist detects negative customer sentiments instantly, enabling swift responses to improve customer satisfaction and loyalty. |
| Emotion Analysis |
Agent Assist monitors agents’ speech rates and monotonicity throughout the conversation. By identifying these acoustic parameters, the solution helps detect moments of customer dissatisfaction, allowing agents to respond appropriately. |
| Superior Speech Recognition |
With a market-leading accuracy rate of over 97%, Agent Assist ensures more precise speech recognition, providing deeper analysis and more actionable insights, contributing to better outcomes for your business. |
| On-the-job Coaching |
Agent Assist provides real-time coaching to agents, offering guidance and feedback to improve their performance. This on-the-job coaching enhances skill development, shortens the learning curve, and ensures continuous improvement. |
| Agent Widget |
Agents can access a powerful widget that monitors customer sentiment, key moments, and actions. The widget also facilitates easy communication between agents and supervisors. Agents can generate responses using pre-existing documents via Generative AI. |
| Copilot for Agents |
Acting as a digital assistant, Copilot suggests next steps, answers, and troubleshooting options based on real-time customer inputs and context, allowing agents to handle interactions with more confidence and efficiency. |
| Scenario-Triggered Notifications |
Agent Assist allows organizations to create customized scenarios that detect specific phrases or moments of interest in real-time, triggering alerts to guide agents and notifying supervisors to intervene when necessary. |
| Voice and Text Channel Integration |
Agent Assist supports seamless integration across voice and text interactions, enabling real-time analysis and guidance regardless of the communication channel, ensuring consistent customer service quality. |
| Compliance and Risk Management |
Agent Assist helps prevent compliance and legal risks by flagging critical conversations in real-time and offering immediate guidance to agents and supervisors to mitigate potential issues. |
| Data-Driven Insights |
Agent Assist provides detailed insights from live interactions, helping organizations optimize agent performance, improve customer satisfaction, and increase operational efficiency by using real-time data. |
