Observe.AI has launched its new Real-Time AI product suite designed to help agents handle customer interactions better with live guidance, supervisor coaching, and automated actions for after-call work.
Agents' behaviors and conversational skills are directly linked to business outcomes. Turning agents into brand 'advocates' may positively influence customer interactions, lowering frustration and promoting sales conversion. With this in mind, Observe.AI has released a solution that helps agents change the trajectory of an interaction - while it is happening.
“We believe agents are pivotal in transforming contact center performance. When you coach scientifically on specific agent skills – instead of generic, one-size-fits-all coaching – your KPIs will fall in line. 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.
Customer interactions made easier
The new Real-Time AI product suite introduces end-to-end conversation intelligence to equip contact center agent agents with highly contextualized real-time guidance for improved performance and productivity.
Key features include Smart Scripts, Dynamic Prompts, Knowledge Base Automation, Behavioral Coaching, and Supervisor Assist.
By leveraging historical insights and agent performance data, Observe.AI provides personalized coaching that doesn't feel generic or disjointed. Agents receive live tips for hold time violations, negative customer sentiment, and fast speech rate.
What makes personalized coaching so efficient is the fact that it takes into account the actual skill, behavior, and knowledge gaps of each agent, which also allows supervisors to step in easily whenever it is needed. Supervisor Assist helps contact center supervisors monitor live calls and prioritize interactions requiring assistance or intervention, enabling them to easily communicate with multiple agents simultaneously and keep remote teams in sync.
With Dynamic Prompts, agents can leverage contextual recommendations for critical conversational moments like objection handling responses, upsell opportunities, customer questions, and compliance procedures.
Finally, Knowledge Base Automation provides the most relevant KB articles to agents so they can immediately answer customer questions and resolve issues faster.
To make deployment of the solutions easier, Observe.AI also introduced a no-code Experience Designer in the new release which allows for the personalization of the Real-Time interface for each agent or team.