Awaken Intelligence – Real-Time Agent Assist

Expertly manage complex, human interactions with Awaken’s AI-powered agent guidance technology

Summary of Integration

Awaken’s Real-Time Agent Assist technology gives your agents everything they need to manage complex human interactions at scale. Customers report full ROI in under six months, along with giant leaps in performance:

50% Decrease in Agent Churn
60% Decrease in Agent Training Time
50% Increase in Customer Satisfaction
40% Increase in Productivity

Real-Time Agent Assist (Awaken CoPilot)

Awaken CoPilot is a revolutionary new agent assistance tool, powered by Microsoft Azure’s OpenAI capabilities. It is a secure and easy-to-use real-time assistant that automates repetitive tasks and improves the agent’s ability to manage complex customer interactions.

Live guidance and coaching
Customizable multi-intent analysis
Entity mapping
Live interaction interrogation (Q&A)
ChatGPT enabled

Dynamic Scripting and Automated Workflows (Awaken Intelligent Agent)

Intelligent Agent is a low-code, cloud solution that uses process-driven scripting and AI to deliver the right information at the right time to your agents so they can deliver exceptional customer interactions.

Dynamic Scripting
Multilingual Guidance
Agent Desktop Automation
Data writeback
Unified Desktop Interface
Advanced Dashboarding and Reporting

Conversational Analytics (Awaken Conversations)

Our cloud-based conversational analytics solution uses natural-language AI technology to analyze the words and sentiment of your customer conversations so you can make lasting improvements to your business interactions and processes.