We are excited to announce the launch of Interaction Analyzer, a groundbreaking new application within our AI Quality Management menu designed to revolutionize the way you evaluate and improve agent performance. This innovative application leverages the power of artificial intelligence to automatically analyze chat interactions, delivering supervisors and quality controllers with a wealth of valuable insights to optimize agent training and coaching strategies.
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 supervisors and quality controllers a comprehensive view of each interaction:
Resolution: Automatically determines whether the agent successfully resolved the customer's issue, providing data-driven feedback on agent effectiveness.
Summary: Generates a concise summary of the conversation between the agent and the customer, allowing for efficient review and context refresh.
Customer Sentiment: Analyzes the overall customer sentiment expressed throughout the chat interaction, helping supervisors and quality controllers understand customer satisfaction levels.
Agent's Actions: Identifies the types of actions taken by the agent during the chat, enabling evaluation of communication strategies and best practices.
Topics: Lists the topics covered within the chat conversation, facilitating targeted coaching and performance improvement.
Benefits:
Interaction Analyzer empowers supervisors and quality managers with a multitude of benefits, leading to a more efficient and effective quality management process:
Streamlined Analysis: Automatic AI analysis eliminates the need for time-consuming manual review of chat transcripts, saving valuable resources.
Data-Driven Coaching: Supervisors gain access to objective data points to tailor coaching strategies and address specific agent needs.
Improved Agent Performance: Actionable insights guide agent development, leading to enhanced customer satisfaction and issue resolution rates.
Standardized Evaluation: AI ensures consistent and objective evaluation criteria, reducing bias and fostering fair performance measurement.
Increased Quality Management Efficiency: Supervisors can review more interactions in less time, enabling proactive interventions and improved quality assurance.
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 AI Quality Management menu.
Once you are in the AI Quality Management menu, you will see the profiles table. Each of the created AI Quality Management 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 AI Quality Management profile operate. i.e: Chat
Assigned Queues: The queues on which this AI Quality Management profile is dedicated.
A profile can be assigned to multiple queues.
Location: You can setup the location of the AI Quality Management 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 AI Quality Management 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 AI Quality Management 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 AI Quality Management profile in the table by using the search bar.
Accessibility and Impact:
Interaction Analyzer in the AI Quality Management seamlessly integrates within your existing AI Navigator. Supervisors and quality managers can access AI-generated analysis reports directly from the chat history tab in the chat records table of their respective screens. This instant access to valuable insights empowers them to identify training opportunities, recognize agent strengths, and provide targeted feedback – ultimately driving continuous improvement within your contact center.
We wish your operation benefits from this new release and look forward to hearing your feedback!