Agent empowerment: Replacing CSat pressures with AI
The paper sets out the key issues affecting the use of CSat surveys in contact centers and suggests ways that customer agents can be empowered by, and more fairly measured by, the use of AI.
CSat improved by up to 20% FCR Improved by 50%
AHT reduced by 35% Customer Churn reduced by 18%
See it for yourselves by browsing our customer success case study library
Bespoke models, created in just hours by non data scientists, deliver high performance machine learning.
Complex concept analysis extracts the most
granular, actionable insight possible from your
data, guaranteeing immediate effective change.
Proprietary Human-in-the-Loop technology accelerates the creation and deployment of powerful machine learning models.
Go beyond sentiment analysis with accurate and automated categorization of topics, sentiment,
and emotional intent.
Accurate Early Warning system allows for immediate
and effective process change - protect yourself
from sudden NPS drops.
By API or UI working with any system.
Machine learning models that provide speed and ease for classifying your data.
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Proprietary technology allows granular, bespoke,
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Human in the loop assisted
machine learning – minimal
input from non-data scientists.
Speed to outcome with our UI or API.
Use all of your data to gain clear recommendations on reducing AHT, improving FCR, and CSat.
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