We are thrilled to announce the launch of Interaction Analyzer in the Agent Assist menu. It's a revolutionary application within our AI Navigator designed to empower your contact center agents with near real-time, AI-powered analysis after chat interactions. This innovative feature leverages the power of artificial intelligence to automatically analyze chat conversations, equipping agents with valuable data to improve their performance and deliver exceptional customer experiences.
Purpose and features
Interaction Analyzer provides near real-time automatic analysis of chat interactions, with call support coming soon. This analysis delves into five key criteria, offering agents a comprehensive picture of each chat:
Resolution: Automatically determines whether the agent successfully resolved the customer's issue, providing valuable feedback on agent effectiveness.
Transcript Summary: Generates a concise summary of the conversation between the agent and the customer, allowing for quick review and context refresh.
Customer Sentiment: Analyzes the overall customer sentiment expressed throughout the chat interaction, helping agents understand customer satisfaction levels.
Agent's Actions: Identifies the types of actions taken by the agent during the chat, enabling self-assessment of communication strategies and best practices.
Topics: Lists the topics covered within the chat conversation, facilitating a clear understanding of the customer's needs and discussion points.
Benefits:
Interaction Analyzer empowers your agents with a multitude of benefits, leading to a more productive and customer-centric contact center:
Enhanced Agent Performance: Near real-time insights allow agents to reflect on their performance, identify areas for improvement, and leverage insights to optimize future interactions.
Improved Customer Satisfaction: By understanding customer sentiment and focusing on successful resolution, agents can tailor their approach to ensure positive customer experiences.
Increased Efficiency: Automatic analysis removes the need for manually reviewing the entire chat history, thus free up valuable agent time.
Data-Driven Decision Making: Insights into agent actions and discussed topics provide valuable data to the agent's communication strategies.
Streamlined Agent Development: Real-time feedback empowers agents to self-assess and actively seek improvement, accelerating professional growth.
Embrace the Future of Agent Performance with Interaction Analyzer.
By empowering your agents with near real-time insights, Interaction Analyzer unlocks a new level of performance and customer satisfaction within your contact center. Contact us today to learn more about how Interaction Analyzer can elevate your contact center operations.
Instructions
Administration:
Contact your CCS project manager to have the AI Navigator enabled for you. Please note this is an optional feature with potential additional charges.
Once activated you will see the AI Navigator in the System Administrator menu. Go to AI Navigator.
In the AI Navigator you can see the Agent Assist menu.
Once you are in the Agent Assist menu, you will see the profiles table. Each of the created Agent Assist profile is displayed here. Click new to create a new profile.
On the interface you first need to select the type of the AI application.
Once you proceed to the second page you can set up the profile's configurations.
Profile Name: Friendly name of the profile.
Assigned Channels: In which channel does this Agent Assist profile operate. i.e: Chat
Assigned Queues: The queues on which this Agent Assist profile is dedicated.
A profile can be assigned to multiple queues.
There cannot be more than one agent assist profile with the same channel for a queue.
Location: You can setup the location of the agent assist profile. If there is a location selected than the assigned queues should be listed according to this location. The user in a location can only see the agent assist profiles in that location.
Features: You can select more than one.
Resolution: Automatically determines whether the agent successfully resolved the customer's issue, providing valuable feedback on agent effectiveness.
Transcript Summary: Generates a concise summary of the conversation between the agent and the customer, allowing for quick review and context refresh.
Customer Sentiment: Analyzes the overall customer sentiment expressed throughout the chat interaction, helping agents understand customer satisfaction levels.
Agent's Actions: Identifies the types of actions taken by the agent during the chat, enabling self-assessment of communication strategies and best practices.
Topics: Lists the topics covered within the chat conversation, facilitating a clear understanding of the customer's needs and discussion points.
Once you are finished with you setup, you can see the new agent assist profile in the list. If you wish you may edit or delete it in the ellipses menu.
During the edit you cannot change the application type.
All the interactions, current or new, will be analyzed according to the setup you configured during the edit.
This is also valid for the queues and features.
If a queue is removed from the assigned queues, the interactions in that queue will not be analyzed.
If a queues is added to the assigned queues, , the interactions in that queue will be analyzed.
If a feature is added or removed from the profile, the interactions will be analyzed according to the final setup.
If a profile gets deleted the interactions on the queues in that profile will not be analyzed.
You can search for the agent assist profile in the table by using the search bar.
Availability and Access:
Interaction Analyzer is profile is assigned to a queue. Once the agent clicks on the chat history button on the "Previous Chats" tab for a chat in that queue. the AI-based analysis is generated almost instantly, readily available for review.
We wish your operation benefits from this new release and look forward to hearing your feedback!