PowerAgent™ in the Call Center reduces the load on call center agents and makes it easy for knowledge managers to create, monitor and tune their customer service response model.
PowerAgent™ in the Call Center reduces the load on call center agents:
- Each service request is processed through a high precision semantic analysis in order to identify language, sentiment score, and key topics with confidence scores.
- Confidence-driven auto-response thresholds are used to support the decision to send a pre-written solution to a customer and circumvent the agent entirely. The confidence score for auto-response is configurable and will go up as PowerAgent™ continues to operate in the customer service environment.
- Dynamic feedback and customer service response model tuning occurs each time an agent selects a suggested category. Each agent assisted auto-suggestion or service request feedback is collected as feedback to the customer service response model. A new model is trained every night so that the customer service response model tunes itself to the current call center environment and becomes more accurate.
- Discovery and integration of new categories from the call center into the customer service response model.
PowerAgent™ also makes it easy for knowledge managers to create, monitor and tune their customer service response model with a powerful yet simple administrative interface for:
- Data Gathering that collects corpus information from multiple sources: html, pdf, e-mails, excel spreadsheets, word documents, and more.
- Text Understanding for language identification, topic clustering, category modeling, service request content analysis.
- Customer Service Response Model and Category Tuning using statistical tools that measure the correctness of the Customer Service Response Model and point the user to any problematic corpus entries.
- Threshold Tuning with tools to predict the expected auto-response rate for a call center given the current Customer Service Response Model and current auto-response thresholds.
- Monitoring the run-time activities of the call center with a configurable dashboard that dynamically reports on the load and productivity of the call center.