Proactive Process Guidance
to work smarter,
faster and in compliance.
When receiving a phone call, the questions are usually very specific for every call center program, for every customer we set up different requirements. Experience in call center operations learned that agents not always follow call center procedures, agents often have lack of experience and tend to forget how to handle complex customer questions.
In some cases there are more than 70 different process to choose from and each of these processes are complex by itself. The agent has serval details to remember on the spot while the customer is on the phone. Aigent identifies which process is needed to follow for this specific question and displaying it in real time on the desktop of the agent.
Aigent's AI is the memory of the agent.
Aigent is helping in this way with a proactive guidance with these processes. It helps the agent that they don’t need to remember, they don’t have to go through complex knowledge bases, they have the information first hand as soon as the customer asks for it. If the customer can be helped in a fast and efficient way the agent will be more relaxed and the customer satisfied.
With one of our clients we configured the system together with them and these are a few examples of the guidelines for this specific client.
Common Use Cases
Agents are provided with the information they need to help the customer solve their concern. In case of a password reset, it reminds the agent of some of the key points which they often forget to mention and therefore not compliant according to the procedure with the password reset calls.
Agent should explain to the customer the password criteria.
The agent also will inform the customer about the next steps on how to reset the password online in the future. By clicking the ‘forgot login information” link prior to being locked out (after 3 invalid login attempts), were the next steps are shown in the display on the screen.
Agents should inform the customer that there is a service fee which only can be waived once customer has qualifying deposits per monthly statement cycle.
Customer is informed about the account is FDIC insured and that lower fees and higher interest rates than competitors.