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Call Center Solution

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The Problem: Brands Must Close the Engagement Capacity Gap

We are Focused on Helping Brands Achieve This Strategic Objective

What is a Specialized Bot?

Automates a Single Human Function. Only Does One Thing but Does it Well.

Augments a Specific Role

Specialized Bots augment many contact center roles: agents, supervisors, managers, analysts, compliance teams, etc.

Automates Without Disruption

Bots help humans at the right point in the workflow, without disrupting the existing business process.

Automates One Function

Each specialized Bot is designed to help the human with one function to reduce human effort and elevate CX.

Works Well with Other Bots

When Bots work together to improve a function, the more value they provide overall.

Our AI Offers a Differentiated Solution

AI-Powered Platform Designed to Maximize Brand Value With Latest AI

Latest AI innovation embedded in business processes to augment your human workforce.

  • Proprietary and commercial AI models
  • Trained on relevant customer engagement data
  • Infusing AI into all application workflows
  • Helping the human workforce increase productivity and elevate CX

Bots can be built on a single AI model or use multiple AI models within a process or agent workflow.

Team of Agent Bots and Enterprise Bots

Available in the Platform to reduce operating costs and elevate CX Each bot embedded in CX workflows to deliver business outcomes

Agent Bots
Increase Agent Capacity
  • Advanced Containment
  • Wrap-up Voice
  • Wrap-up Digital
  • Performance Coaching
  • Knowledge Suggestion
  • Sentiment Coaching
  • Agent Virtual Assistant
  • Agent Transfer
  • Self-service Transfer
Enterprise Bots
Increase Capacity of Other Roles in CX Workforce
  • Workload Forecasting
  • Compliance Scoring
  • CX Scoring
  • Extended Workload Forecasting
  • Intent Discovery
  • Knowledge Creation
  • Performance Scoring
  • Quality Template
  • Transcription Tuning

Contact Center Scenario

200 seat contact center planning for a 20% increase in interaction growth Deploys a team of bots to increase workforce capacity

Team of Bots to Increase Workforce Capacity

Interaction Wrap-up Bot
100% of interactions
Knowledge Suggestion Bot
50% of interactions
Performance Coaching Bot
50% of interactions
Voice Containment Bot
10% of interactions

We Get Paid Based on Bots' Volumes of Interaction

Deploying a Team of Bots Can Drive a 20% Increase in Agent Capacity

Brand Economics: Significant Savings

Adding bots instead of agents results in $1.47 million annual savings

Agent Option: Add 40 Agents
Total Workforce: 240 Agents

Incremental Labor Cost $1.6 Million

Bot Option: Deploy a Team of Bots
Total Workforce: 200 Agents + Bots
Interaction Wrap-up
Performance Coaching
Knowledge Suggestion
Advanced Containment

Incremental Bot Cost $0.13 Million

Digital & Voice Containment Bots

Where is it used?

On any automated voice and digital channel involving direct engagement or interaction with consumers.

What does it do?

Provide consumers with intelligent and personalized self-service experiences using Conversational AI.

What does it do?

Reduces volume of interactions (voice and digital) coming into the contact center and improves CX with accurate issue resolution.

Digital & Voice Containment Bots

What Do They Do?

Deliver personalized self-service experiences to effectively resolve customer inquiries and reduce inbound calls and agent workload.

  • Precisely understand intents and generate relevant responses for human-like experience in voice and digital channels
  • Integrate with enterprise applications for successful resolution of a variety of customer issues or inquiries
  • Leverage Intelligent Virtual Assistant and AI
Digital & Voice Containment Bots

How Do They Work?

Accurately detect and classify multiple intents and context using NLU from input data.

Intent Identification

Rapidly train, test, and deploy AI models and dialog flows to handle complex conversations.

Model Training

Keep customers engaged with the bot with relevant and timely responses and dialog.

Response Generation

Successfully resolve customer requests with AI & automation. Analyze IVA performance to add new or missed intents.

Containment & Fine-Tuning

Design and deploy containment bots across your digital and voice channels to deliver personalized, self-service customer experiences.

Digital & Voice Containment Bots

What is the Value?

Optimize Self-Service Interactions for Your Customers and Your Brand

Improve Customer Experience

Deliver swift, precise, and personalized responses without customers having to repeat themselves.

Reduce Operational Cost

Increase in containment rate results in fewer agent interactions (voice and digital), ultimately reducing contact center & agent-related costs.

Deliver 24/7 Support

Interact with customers on their digital and voice channel of choice for 24/7 real-time support, collecting context in case of escalation.

Boost Customer Engagement

Flawless understanding of intents and context to drive intelligent conversations will increase task completion, more return visits, and retain customers.

Gain Efficiency

Let the bot handle repetitive customer inquiries or issues to lower wait times and free up your agents to focus on higher-value work.

Scale Support Easily

Continuous training and improvement of bots will result in better containment and consistent experiences, easily scaled to meet peak demand and new use cases.

Self-Service & Agent Transfer Bots

Where is it used?

Any time an interaction changes ownership from bot to agent or agent to agent.

What does it do?

Instantly presents a summary of prior self-service or agent interactions upon escalation.

What does it do?

Expedites context-setting for live agents, resulting in faster response times and reduced AHT.

Self-Service & Agent Transfer Bots:

What Do They Do?

Instantly present a summary of prior self-service or agent interactions upon escalation

  • Provides agents with summaries of prior bot interactions upon escalation, or prior agent interactions when transferred
  • Enriches contact history with summaries of most recent interaction
  • Leverages Real-Time Transcription & generative AI models
Self-Service & Agent Transfer Bots:

How Do They Work?

Self-Service Transfer Bot

Transfer Interaction Summary

Agent Transfer Bot

Transfer Interaction Summary

Summarizes prior interactions anytime a conversation changes ownership, whether from bot-to-agent or agent-to-agent.

Change of conversation ownership.

Handover

Transcript of prior bot or agent digital interaction is captured and passed to the bot.

Transcribe Interaction

Complete transcripts are used by generative AI LLM to create summaries in the Cloud.

Create AI Summary

Summaries are delivered to Channel Automation agent workspace and coupled with interaction history.

Deliver Summary

Straight-forward design is easy to adopt and can deliver summaries from the cloud to both Cloud and on-premises customers.

Interaction Wrap-Up Bot

Where is it used?

Anywhere there is a live interaction between a human agent and a  consumer.

What does it do?

Augments the agent by summarizing the call in real-time to automate wrap-up.

What does it do?

By automating call summary, the after-call work is reduced from 30-45 seconds to 5 seconds.

Interaction Wrap-Up Bot

What Do They Do?

The Interaction Wrap-Up Bot delivers precise summary notes, seconds after a call concludes.

  • Leverages Real-Time Transcription & generative AI
  • Agents can review, edit, and approve the summaries
  • Summaries can be integrated for publication in CRM systems
Interaction Wrap-Up Bot

How Do They Work?

Straight-forward design is easy to adopt and can deliver summaries from the cloud to both Cloud and on-premises customers.

Interaction Wrap-Up Bot

What is the Value?

Significant impacts from automating post-call summarization

Reduce Operational Cost

Reduce expense of manual after-call summary creation, which can cost organizations millions of dollars annually.

Gain Efficiency

Real-time nature of bot improves agent efficiency and enables agents to focus on customer interactions rather than lower-value effort.

Optimize Effectiveness

Deliver summaries in a consistent format reducing content gaps, eliminating bias, and increasing accuracy and quality.

Decrease Compliance Risk

Remove the risk of capturing sensitive customer data in handwritten notes or notetaking applications.

Elevate Agent Experience

Replace mundane, manual post-call summarization to enable agents to quickly transition to helping the next customer.

Improve Customer Experience

Thorough, accurate summaries in CRM help agents understand previous interactions and provide faster, more personalized support to customers.
Interaction Wrap-Up Bot

Case Study

Reduces annual cost of time spent in after call work creating manual summaries

  • Situation:

A banking enterprise with 4000 agents answering 15 million calls per annum and that the Interaction Wrap-up bot can reduce after call work by 60 seconds per call.

  • Solution:

The Interaction Wrap-Up Bot deployed across all agents.

  • Target Result
  • Reduce after-call work time per call by 60 seconds
  • Reduce annual spend on after-call work by ~$10.5M
  • Achieve ROI for the solution in approximately 4 months

Knowledge Creation Bot

Where is it used?

In knowledge management authoring workflows when creating curated content from unstructured information.

What does it do?

Accelerates authoring by providing real-time summaries of selected sections of content.

What does it do?

Reduces content curation time by 5-10 minutes/article and increases FCR by providing consistent knowledge to all agents.

Knowledge Creation Bot

What Do They Do?

Accelerates the knowledge-creation process by auto-summarizing long-form content into reusable knowledge articles

  • Improves content quality by focusing on and condensing the most relevant sections of the article
  • Enables knowledge authors to incorporate user feedback without manual article editing
  • Speeds up the process of knowledge authoring for pre-authored/spidered content
Knowledge Creation Bot

How Do They Work?

Agents submit feedback on content from their desktop, which is then sent to authors.
Authors start with pre- existing content that is long, unstructured, with key information hard to find.
Authors view and select relevant content for article creation.

Select Text to Summarize

Knowledge article draft is created  through generative AI.

Generate Knowledge Article

The new article is reviewed and published.

Finalize and Publish

Summarization capability links content feedback directly to authors allowing them to define what to summarize and finalize.

Knowledge Creation Bot

Content Auto-Summarization Process

1
Process can begin with Agent and/or Author.
Agent provides feedback on existing content.
Author identifies existing long-form content.
2
Author selects text to auto summarize.
3
Author edits summarized content from bot.
4
Enables new, focused content to be published quickly.
Knowledge Creation Bot

What is the Value?

Quickly and Accurately Provides Real-Time Summaries of Selected Content

Reduces Costs

Reduces time and expense of authors creating and optimizing content

Speeds Content Ingestion

Enables rapid, consistent content migration of external articles into the knowledge base

Aids Compliance Adherence

Provides concise policies, procedures, and required scripting to support adherence to compliance regulations

Eases Content Utilization

Makes it faster and easier for agents or customers to find and use shorter, targeted articles

Improves Content Quality

Enhances quality by offering authors consistent and accurate summaries of lengthy content

Elevates Customer Experience

Answers customer questions quickly and accurately with precise, useful, and easily consumable articles

Knowledge Creation Bot

Where is it used?

Any customer service scenario where agents engage with customers on voice or digital channels.

What does it do?

Suggests relevant knowledge to the agent in real time during an interaction with a customer.

What does it do?

Increases FCR and CSAT and lowers AHT because accurate knowledge is delivered when needed with no agent effort.

Knowledge Suggestion Bot

What Do They Do?

Presents relevant, dynamic knowledge to the agent in real time during a customer interaction

  • Delivers relevant knowledge into the agent’s workflow at each relevant process step
  • Takes contextual clues from the conversation itself, call and CRM data to deliver more accurate knowledge
  • Eliminates the need for manual knowledge search, reducing interaction handle time
Knowledge Suggestion Bot

How Do They Work?

Gathers context from customer interaction, relevant CRM and/or channel data.

Gather Context

Uses context and intent to determine which knowledge is most helpful to the agent.

Identify Knowledge

Proactively displays knowledge within existing agent UI workflows.

Suggests Knowledge

Agent uses knowledge to answer customer questions, leading to higher FCR and improved CX.

Answer Customer Inquiry

The Knowledge Suggestion Bot delivers knowledge to agents in real time helping them quickly and accurately respond to customers.

Knowledge Suggestion Bot

What is the Value?

Delivers Contextual Knowledge to Agents in Real Time

Reduces Response Time

Lowers AHT through immediate, ‘zero click’ answers as agents work

Shortens Training Time

Suggests automated answers to new agents to help them best assist customers, fast

Aids Compliance Adherence

Lowers risk of non-compliant answers by driving correct, compliant answers through auto-suggestion

Eliminates Manual Searching

Reduces potential errors and wasted time manually searching for answers

Improves Response Quality

Accurate, contextual knowledge can be optimized for different channels to fit each support interaction type

Elevates Customer Experience

Customers get faster, more accurate answers that were validated in the knowledge base

INNOX

Innovate for Future

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