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Generative AI Powered Continuous CX Improvement
What you'll need
To effectively utilize our product, specific resources are necessary to lay the foundation. Start by gathering voice recordings illustrating the interactions between agents and customers. These may include customer service calls, sales conversations, or other relevant dialogues. Following this, transcribe these voice recordings into text transcripts. However, if you already have these transcripts available or if you're analyzing text from chat conversations, you may skip the transcription process.
Our system analyzes these text transcripts to deliver a robust set of insights and coaching materials designed to assist agents in their roles.
In the event that you're using a chatbot or voicebot, our product is designed to interface directly with these systems. This functionality allows our product to collect and process data in real-time, greatly enhancing its ability to generate comprehensive and actionable insights. It's essential to ensure that your chatbot or voicebot is correctly configured to share data with our product to optimize outcomes.
To maximize your experience with our product, it's crucial to ensure that you have access to the required resources or that your bots are correctly set up. The provision of these elements allows our software to deliver insights that can markedly enhance your customer interactions and overall business operations.
Conversation Intelligence Dashboard
A cutting-edge solution designed to streamline call center operations and enhance agent performance. Leveraging the power of AI, the Conversation Intelligence Dashboard simplifies call summarization, facilitates KPI calculation, and identifies agent strengths and weaknesses based on conversation transcripts.
Call Summarization
Forget about tedious manual transcription and analysis. Our Conversation Intelligence Dashboard delivers concise and accurate call summaries at the click of a button. Understand the crux of each interaction without sifting through lengthy transcripts, saving you time and improving productivity.
KPI Calculation
Effectively monitor your team's performance with automatic KPI calculations. Our intelligent dashboard evaluates each call based on critical metrics, assigns ratings, and offers actionable insights for improvement. Easily track the most important KPIs such as Net Promoter Score, Accuracy of Responses, Relevance of Responses, among others.
Detection of Strengths and Weaknesses
Gain an in-depth understanding of your agents' communication skills. Our product utilizes advanced AI algorithms to identify the strengths and weaknesses exhibited by agents during their conversations. These insights can guide personalized training and development, leading to enhanced agent proficiency and improved customer satisfaction.
Coach Your Agents
Personal Coach utilizes advanced Generative AI technology, designed to analyze, optimize, and track agent performance over time. This intelligent tool is uniquely positioned to elevate your contact center's productivity, quality, and effectiveness by providing personalized performance improvement recommendations to your agents.
Performance Analysis
Personal Coach utilizes advanced Generative AI algorithms to analyze your contact center agents' performance, taking into account a multitude of data points. The AI then identifies patterns, strengths, weaknesses, and opportunities for each individual agent.
Personalized Recommendations
Based on the comprehensive analysis, Personal Coach generates personalized performance improvement recommendations. These recommendations are designed to be practical, specific, and impactful, allowing agents to understand exactly what steps they need to take to boost their performance.
Progress Monitoring
Personal Coach doesn't just stop at recommendations. Our solution provides real-time monitoring and tracking of agent performance over time. AI Boost's dashboard displays easy-to-understand progress charts, highlighting the improvements in performance and identifying areas still needing attention.
Continuous Learning
Personal Coach is a continuously learning system. As agent performance data continues to flow in, the AI adapts its analysis and recommendations, ensuring that your contact center stays agile, efficient, and at the top of its game.
Agent Empowerment
By providing detailed, personalized feedback and clear pathways for improvement, AI Boost empowers agents to take charge of their own professional growth. The result? Improved agent satisfaction, reduced turnover, and a more motivated, productive team.
Test Your Bot
The Enegel Bot Tester is a cutting-edge solution for evaluating and enhancing the performance of your voicebots and chatbots. Using user-defined business objectives, our tool actively engages with your bots, providing detailed assessments of their effectiveness and the overall customer experience.
Intelligent Interaction
Enegel Bot Tester intelligently interacts with your voicebots and chatbots. It mimics a wide range of user behaviors, requests, and queries, enabling a thorough evaluation of your bot's capabilities and responses.
Objective-Driven Testing
Bots are tested against user-defined business objectives, ensuring the assessments align with your specific goals. Enegel Bot Tester measures the bot's success in fulfilling these objectives, providing a valuable benchmark for performance.
Customer Experience Analysis
By simulating a realistic user interaction, Enegel Bot Tester can analyze the customer experience provided by your bots. Our tool measures factors like response accuracy, query resolution speed, and conversational fluency to evaluate the overall customer experience.
Ongoing Performance Monitoring
Enegel Bot Tester offers ongoing performance monitoring to track the improvements over time. Regular tests can be scheduled to ensure your bots continue to meet the business objectives and provide excellent customer experience.