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Observe.AI Guides Agents in Real Time

By Greg Tavarez February 03, 2023

In the contact center space, everyone knows that agents are its heartbeat. Their conversational proficiency determines business outcomes. The better they are at objection handling and upselling to nurture customer loyalty, the better the revenue generation and customer experience is overall.

To do that, agents need to adopt what most call “advocacy” language to better facilitate easier interactions and reduce customer frustration rates, while increasing the chance of sales.

Observe.AI’s Real-Time AI introduces end-to-end conversation intelligence to the contact center that maximizes agent performance and productivity before, during and after customer interactions with live guidance, supervised coaching, and automated actions for after-call work.

What differentiates the product suite from other real-time solutions is that Observe.AI leverages historical insights and agent performance data to personalize live guidance and coaching. This creates hyper-contextualized learning experiences for excelling in sales, CSAT and compliance. Supervisors guide agents in the moment for a better customer experience and correct things when something wrong happens with Supervisor Assist.

Supervisor Assist bolsters the supervisor’s impact on team performance, as it provides a bird's eye view of all live customer interactions including upsell opportunities, customer escalations, legal threats, and agent performance issues.

Real-Time AI also introduces a no-code Experience Designer for effortlessly deploying custom agent experiences and personalizing the Real-Time interface for each agent or cohort.

Additional features include smart scripts that keep agents on script with dynamic checklists that create consistency in call flow execution, dynamic prompts that provide recommendations and best practices for critical conversational moments and knowledge base automation that automatically surfaces relevant KB articles to agents.

“Observe.AI is changing real-time guidance by making it highly relevant to each and every agent, based on their actual performance data, so they are consistently coached in the right areas,” said Swapnil Jain, CEO and co-founder of Observe.AI. “When you coach scientifically on specific agent skills instead of generic, one-size-fits-all coaching, your KPIs will fall in line.”

The results are positive, too. According to Observe.AI, its customers that use Real-Time AI increase sales conversions by 10%, reduce hold time violations by 60% and improve mini-Miranda script compliance by 95%. Customer American First Finance reduced average handle time by 23%, increasing agent efficiency to take on 24% more customer calls.

Based on those results, it is clear. Understanding precisely how to navigate difficult call scenarios to save the sale or relationship while the interaction is happening is business-critical for agent work. Real-Time AI better positions agents for successful conversations.

Edited by Alex Passett
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