Customer and Agent Profiles

Detailed customer and agent profiles are meticulously crafted by capturing and analyzing behavior and emotion metrics from their previous interactions. These profiles provide valuable insights into the unique conversational characteristics of each individual.

Predictive Modeling

Utilizing a sophisticated predictive model, the data is intelligently assessed to strategically match customers with the most compatible agents. The ultimate objective is to facilitate seamless interactions and elevate overall customer satisfaction to new heights.

Emotion-Cognitive AI Technology

To further fine-tune the process, Emotion-Cognitive AI technology is harnessed. This powerful tool allows the predictive model to delve deeper into the emotional states and intentions of both customers and agents. As a result, the model can make highly accurate recommendations for specific interactions, leading to optimized Key Performance Indicators (KPIs) and improved overall performance.

Performance Metrics

• Increase CSAT scores by 10%
• Reduce AHT by 5%
• Reduce repeat calls by 7%
• Increased Positive Call Outcomes by 8%
• Completely Customized Experience
• Maximizing revenue with existing agent pool
• Increase sales by predicting propensity to buy/pay
• Increase money collected per account
• Increase revenue by 12-17%
• Optimize Agent Workflows
• Increase agent productivity by 20%
• Reduce ramp-up/nesting and hire, train and retain
• Equal call distribution
• Measure performance & productivity between BU’s
• 8% increase in Positive Sales Outcomes (up-sell/cross-sell)
• 20% increase in Agent Productivity (better matches translates into faster conversions for outbound campaigns)