Many contact centers are seeing an increase in activity during the COVID-19 pandemic as customers – not unlike other peak periods during the course of the year. These periods often come with an increased sense of urgency from customers, which places a dual burden on agents. They need to find reach positive outcomes with customers to avoid increased frustration, and they have to do it quickly, to accommodate the increase in volume.
Is artificial intelligence the answer? Speakeasy AI thinks so. The company has developed what it says is the first speech-to-intent solution to help businesses respond to customers more effectively. The newest component of its solution is its live assist extension, which allows the AI engine to listen to conversations between agents and customers and provide definitive answers, alternatives, and other information in real time.
It’s like having a live personal assistant for each agent to feed information during each interaction.
“Our agent assist extension focuses on actionable intent recognition from voice to reduce handle times, improve entity extraction during flows, and trigger third-party queries to account for necessary data and context,” said Speakeasy AI CTO Moshe Villaizan. “In addition to returning intelligent suggestions, our tool automates live operational use cases and post call wrap up processes.”
The agent assist module can improve many of the key contact center success factors, including AHT and FCR. By listening to real-time conversations, the AI-driven solution can react immediately to pull up customer, product, or other information instantly – much more quickly than an agent could. At the same time, agents have instant access to necessary detail without the distraction of having to find it themselves.
In fact, the AI-driven solution can easily extend agent capabilities to enable them to resolve issues that might typically be beyond their capabilities, reducing the need for transferring customers to other agents or supervisors, and ultimately getting customers the resolution they need faster.
The agent assist capability is designed to function seamlessly within the context of the complete Speakeasy solution, including its Amplify customer journey reporting, Sky voice bot and Nerv custom voice neural net.
The latest trends in customer engagement and experience, UCaaS, and how Artificial Intelligence and Machine Learning can benefit both customers and internal users are the crux of Future of Work Expo 2021. Taking place at the brand new Miami Beach Convention Center, June 22-25, 2021 as part of the #TechSuperShow. Future of Work will again sit beside its collocated events – ITEXPO, SD-WAN Expo, MSP Expo, IoT Evolution, The Blockchain Event, and more – to deliver a compete learning and networking opportunity for business leaders who need to know what new technologies will drive their companies into the future.
Edited by Erik Linask