Bots That Help Your Agents Communicate and Perform Better

customer’s intent, including multiple intents within a single request, to map relevant topics to the conversation and to help get the answers customers want and need, fast. The bot then determines if relevant customer data already exists based on current or past context, such as identifying if they are a repeat caller, and shares all relevant information with the live agent to guide the interaction in the right direction. Plus, they’re always there to lend a helping hand, ensuring agents never hit a stopping point and empowering them to focus on customer care.

they need it, helping to prevent the sharing of wrong or misleading information. Additionally, they can extract underlying data from back-end systems to create scripts that guide the agent towards the next-best-action, reducing the need for agents to put customers on hold to seek help from managers or training coaches.

systems, so your agents can get the most out of the tools and resources they already know and that you’ve already invested in. Plus, since they are designed to integrate with technology you’re team is already working with, no additional training programs are required to get existing and new employees up to speed to use the bot.

of the conversation, including contextual details and sentiment scores, and provides articles and knowledge documents that can assist with fulfilling the customers request. The agent assist bot will stay on the call to help the live agent by answering any questions they may have, by automating the collection of customer data from the call, and by aiding in the completion of post-call activities such as form filling and surveys.