Putting Insights into Action
The power of the platform is not that it listens to live calls but that it uses what it hears to help agents solve customer problems quickly and accurately.
What if every new agent had a seasoned pro next to them on every call? With Aigent, that’s essentially what our machine learning algorithms provide. Delivering the most pertinent advice and guidance in the moment translates to faster resolution and better outcomes.
No more rote memorization or time spent searching for FAQs, pricing and product descriptions, churn mitigation and loyalty/retention offers. Everything an agent needs to help customers (and reduce handle time) is at their fingertips.
No matter how complex your products, services or process–or how often they change–your agents will be able to perform like experts. An unlimited, cloud-based scenario library empowers agents to handle hundreds of call types easily and accurately, improving the customer experience, and increasing operational efficiency.
With the best actions popping up on their screens in real-time, agents resolve issues faster, reduce repeat calls, drive future self-service, and take advantage of upsell opportunities.
A built-in knowledge database (or an API integration into your own) sifts through dozens or even hundreds of options, making it seamless for agents of any experience level to support myriad programs or unique brands as if each one were their specialty.
Reduces regulatory complaints by detecting trigger words and sentiments likely to lead to grievances, then provides tips for disarming the situation or routing a call to the appropriate team before it’s too late.
Aigent’s active listening technology immediately detects and corrects an agent who goes off-script for required information; listens for data agents shouldn’t disclose or request; and detects suspicious activity, phishing, and fraud attempts. Call Monitor keeps calls compliant and informative.
With Aigent automatically transcribing your calls (minus sensitive data) into a searchable database, quality assurance and compliance audits are much more efficient, accurate, and actionable. Transcription IQ also suggests calls to review for quality and audit purposes and uses metadata from across your enterprise to detect trends impacting your operation.
Your command center for the platform features Cortex, our dashboard and analytics hub, where you can measure progress and proficiency with a real-time view of your call data and agent interactions with Aigent. Scenario Editor allows you to create and test new scenarios in real-time and configure the messages you want agents to receive for each scenario. Review conversation analysis and optimize your scenarios and Process Genie proactive guidance to continually improve agent performance.