PowerAgent™ uses high precision semantic analysis to streamline contact center operations, reduce the load on customer service agents, and increase the quality and consistency of responses to customer inquiries. The PowerAgent™ setup is made quick, intuitive, and easy to maintain with a powerful, yet simple workbench.
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24/7 Contact Center Response
In today's 24/7 business culture, fast and efficient turnaround of customer requests is imperative - yet according to a recent survey, only 9% of businesses have customer email response in under one hour. Gain an advantage over your competition with almost instantaneous automated email response.
Self Improving
Confidence driven auto-response thresholds support the decision to send solutions from your company's own knowledge base to a customer and circumvent the agent entirely. The confidence score for auto-response is configurable and will go up as PowerAgent™ continues to learn in your customer service environment.
ROI
PowerAgent™ automation allows you to reduce the cost of Customer Service operations by scaling up 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, PowerAgent™:
- Identifies the language of the case as one of English, French, Italian, Spanish, German, or Dutch;
- Flags the case as positive, negative or neutral in tone;
- Attaches a knowledge base article to the case based on the identified topics.
When confident, PowerAgent™ automatically sends an email back to the customer that references the selected article. For lower confidence article assignments, agents choose from a short list of suggested responses from PowerAgent™. 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 PowerAgent™ to monitor trends in the customer cases, and continuously tune its article suggestions to the current load and needs of the contact center.