Our Agent Copilots intelligently guide agents through every step of the call journey. Once a call is accepted, our software thoughtfully provides AI-generated assistance, leveraging generative AI capabilities to enhance the entire experience.
Pre-call assist
Our AI Copilot gets a head start by mining relevant CRM data, previous requests, historical interactions and more before the first hello. Agents receive a panoramic customer view to hit the ground running.
In-call assist
No more app switching or silo scrambling for your agents. AI Copilot dynamically serves up the knowledge and responses they need, in lockstep with the conversation flow.
Post-call assist
Our AI Copilot ensures your agents make the most of their valuable time by reducing administrative burdens. Energize your customer service through the dual benefits of robust documentation and liberated employee focus.
Pre-call assist
A 360-degree view before the first “hello”
Identify customers instantly and surface critical details through AI-driven caller recognition.
Eliminates manual lookups and summarizes relevant information from CRMs, past tickets, interaction history, and more.
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Pre-call assist
Witness the power of an intent-driven contact center
Real-time intent analysis across channels provides unmatched visibility into consumer conversations, enabling optimized contact center operations.
Route a conversation to the agent that’s most effective given the intent.
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In-call assist
Thoughtful, on-tone responses automatically suggested with GenAI
Contextual, tailored suggestions based on a customer’s information, location, permissions and more.
Suggestions generated from 3 sources: public, company, and SOP documents.
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In-call assist
Turn your agents into subject matter experts
Real-time knowledge recommendations as the customer speaks, generated from your content sources.
Out-of-the-box integration to multiple systems, including SOP, tickets, CRM, and other repositories.
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In-call assist
Keep agents on script and deliver consistent outcomes
Prioritized actions are shown in the order of importance during the conversation.
Choosing a Next Best Action leads to suggested responses the agent can use when chatting with the customer.
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In-call assist
Integrate into your backend systems to automate a wide range of tasks
The RPA seamlessly integrates with various backend systems ensuring a wide range of tasks can be automated.
Dynamic Actions eliminate manual steps with intelligent suggestions for agents.
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Post-call assist
Lengthy conversations distilled into actionable insights
Key moments in a conversation are timestamped for easy reference.
Interaction summaries auto-added to CRM records for continuous tracking.
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Post-call assist
Unlock enriched data and powerful analytics
Instantly assigns relevant tags to conversations during their progression.
Includes a pre-built library of standard tags and supports custom tag creation.
Combines tagged data with analytics platforms for deep analysis, and CRMs for auto-updating customer records.
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Post-call assist
With automatic promise tracking, a promise will never be broken
Automatically detect and capture promises made by agents during calls.
Agents can track fulfillment progress and update customers with status changes to ensure promises are kept.
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Foundational technology
Powered by LLaMB™
LLaMB™ is a new low-code framework for building powerful Generative AI agents in the enterprise safely, securely, and fast.
Built-in trust layer
Dynamic prompts
DataSync AI
Data moderator
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Real-time transcription
Is low-accuracy, high-latency transcription holding back your contact center? The secret to agent efficiency with GenAI begins with real-time transcription.
Low latency
Industry best accuracy of 90%
Flexible integration options
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Real-time translation
Give agents the linguistic superpower to assist customers in their native language. The Agent Copilot facilitates bidirectional, real-time translation during live support – localize customer service at scale.
Supports 114 languages and dialects
Bidirectional translation
Automatic language detection
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Resources
A guide to real-time transcription
The key to agent efficiency with generative AI
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A guide to GenAI-powered call summaries
Unlocking immediate productivity gains with generative AI
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A guide to knowledge assist in the contact center
Real-time knowledge assist across all your company’s data.
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3 reasons why generative AI is a game changer for agents
Generative AI improves agent performance and productivity every step of the way.
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4 things to prioritize in a great Agent Assist solution
Basic agent assist barely scratches the surface of what’s now available to help drive productivity gains across the agent experience.
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Understanding the Agent Assist feature set
What are typical Agent Assist features and more importantly, why do you need them?
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CUSTOMERS
