Lymba PowerAgent™ uses artificial intelligence to read, rate, interpret, and respond to incoming customer emails with the appropriate knowledge answer in six different languages. This innovative technology will reduce email response times thereby improving first contact resolution (FCR) scores and customer satisfaction (CSAT) scores for a fraction of the cost of a full time agent. System setup is quick, intuitive, and easy to maintain with a powerful administration workbench.

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Auto-Answer

Harness the true power of this solution through the Auto-Answer functionality. Depending on administrator set threshold levels, Lymba PowerAgent™ will automatically create and close a case and send an immediate email solution back to the customer 24/7/365. Use the Auto-Answer feature to deflect and respond to customers with appropriate responses instantly.

Auto-Suggest

If the system confidence on an answer is low or if a contact center administrator decides that certain types of inquiries must have human agent interaction, Lymba PowerAgent™ will still read and interpret the incoming email, create a case, and then prompt the agent for their input. A list of probable solutions is automatically populated within the Case and made available to the human agent — all before the agent opens the email for the first time! Once an agent chooses the best response, it will be used to automatically improve the system for the next time a similar email is encountered.

Self Improving

The key differentiation between our technology and rules or keyword-based routing programs is the ability of Lymba PowerAgent™ to learn and improve performance over time. Through agent feedback on the auto-suggest feature, the system will continue to understand the various knowledge articles and their ability to answer questions correctly. Very little administration is needed to improve the results and contact centers can sustain consistent knowledge responses regardless of agent turn-over or training down time.

Sentiment Rating

While interpreting a customer email, Lymba PowerAgent™ will rate the sentiment of the query. This classification will allow contact centers to route emails with negative sentiment to Tier II or Tier III agents thereby improving FCR scores. Keep track of rating trends and identify areas of improvement through this state of the art rating system.

Multi-lingual

Lymba PowerAgent supports six different languages (English, Spanish, French, German, Italian, Dutch) with more being added all the time. The language of incoming customer questions is automatically detected and responses are identified from within the knowledge base of the associated language so that customers receive solutions in the same language in which their question was asked. Incoming customer emails in Spanish are responded to in Spanish, German questions in German…

ROI

Lymba PowerAgent™ automation allows you to reduce the cost of contact center operations and provide an opportunity to scale with fewer personnel. The productivity of your agents will increase by up to 9 days in a single month for the cost of a single agent's salary. With a 9:1 return on investment, you'll be able to monitor multiple channels to get the most coverage while managing your brand and your customers.

Workflow

For every newly opened case in your contact center, Lymba PowerAgent™:

  • Identifies the language of the case as one of English, French, Italian, Spanish, German, or Dutch;
  • Rates the sentiment as positive, negative or neutral;
  • Auto-Suggests or Auto-Answers a knowledge base article to the case based on the identified topics.
Diagram of PowerAgent

When confident, Lymba PowerAgent™ automatically answers an email with the appropriate knowledge article. During the training phase or if the system is not confident in the exact solution, it will prompt a human agent with a short list of suggested responses. Once an agent chooses the best response, it will be used to automatically improve the system for the next time a similar case is encountered. This allows Lymba PowerAgent™ to monitor trends in the customer cases, and continuously tune its article suggestions to the current load and needs of the contact center.