The agent job is more difficult and stressful than ever, with increasingly complex customer issues, rapid product changes, and continued high volumes of calls to handle.
38% of agents today are disengaged
34% of agents are engaged
28% of agents are neutral
At the same time, customer expectations for service continue to grow. In addition to wanting their issues resolved quickly, consumers today also expect greater personalization.
Powered by conversational AI and automation, real-time agent assistance helps agents resolve issues faster, demonstrate empathy, focus on the conversation, and be more productive. The right solution augments and assists agents during the call, combining rules-based guidance and workflows with conversational AI to provide personalized, dynamic guidance based on the conversation.
Quickly identify why the customer is calling
Resolve the issue faster
Improve consistency and make fewer errors
Personalize the interaction