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Imagine walking into a hospital and seeing all the technicians and doctors use old clunky tools of the 1980’s. We’d run out of there in a heartbeat, wouldn’t we? No matter how good the hospital is, or how well-qualified the staff are, we know they will not be able to do their best job without the modern tools they need.
In the same vein, against the backdrop of a dynamic and demanding business market, it’s important that contact center agents are equipped with the tools they need to deliver great user experiences. Very often, these tools are the timely insights and knowledge that they require to respond to users in the smartest and quickest way possible. So, at Sensiple, we have made it one of our top priorities to empower agents with the insights they require on users, their preferences and journeys.
AI-backed knowledge management to enhance total experience
Make agents feel like experts
With our Dynamic KB Assist, agents get automatic access to relevant knowledge articles on their screen based on the intent identified from real-time chat/call transcripts, so they don’t have to search for answers to user queries.
Make your agents completely context-aware
Group agents with different levels of skills, areas of expertise and years of experience; connect callers to the skill group that is best suited to meet their queries. Skill-based routing helps you deliver better customer experiences by ensuring the right calls go to the right agents, the first time.
Give agents the push they need with KPI metrics
Help agents and supervisors gauge performance and Key Performance Metrics with comprehensive real-time dashboards so they have a clear picture of how they are doing against goals and how they can improve.
Help agents shine with critical insights at their fingertips
Agents get predictive Decision Assist with personalized responses, prompts for Next Best Action/Next Best Offer and other critical insights that help them make customer interactions more rewarding.
Keep agents firmly in the driver seat
Real-time sentiment and anomaly detection enables agents to be in control of conversations and gently steer them back to a point of trust when negative emotions are detected. It also enables supervisors to promptly pitch in and support the agent in regaining customers’ confidence. they can improve.
Step up your CX by leveraging our Digital Human Solutions
Digital interactions have now taken the center-stage in brand experience. Most users have warmed up to chatbots and Virtual assistants offering instant resolutions and near-human conversations. That doesn’t, however, stop them from occasionally sighing over the loss of the human touch in these digital experiences.
What if we say your users can have the best of both these worlds, the limitless potential of AI and the vibrancy of Human conversations? Your business can be represented by a tireless, attentive AI avatar that looks and feels more human – a digital human.
Check out our digital human solution on car rental use case:
We use Sensiple’s deep expertise in customer experience technology and Uneeq’s innovative interface to bridge the gap between human and Conversational AI interactions. Want to know more?ContactUs