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
Customer Identification
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.
Call Intent Detection
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.
In-Call Assist
Suggested Responses
Thoughtful, on-tone responses automatically suggested with GenAI
- Contextual, tailored suggestions based on a customers information, location, permissions and more.
- Suggestions generated from 3 sources; public, company, and SOP documents.
AI Knowledge 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.
Next Best Action
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.
Automation/RPA
Integrate into you 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.
Post-Call Assist
Summarization
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.
Topic Extraction
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.
Promise Management
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.
How does Agent Assist Work?
3 reasons why generative AI is a game changer for agents
Generative AI improves agent performance and productivity every step of the way.
4 things to prioritize in a great Agent Assist solution
Basic agents assist barely scratches the surface of what’s now available to help drive productivity gains across the agent experience.
Understanding the Agent Assist feature set
What are typical Agent Assist features and more importantly, why do you need them?