Creovai Real-Time Intelligence & Guidance
Expertly manage complex, human interactions with Creovai's AI-powered agent guidance technology.
- Reduce agent training time: Cut your onboarding time in half. Get agents customer-ready faster by giving them one simple interface and ensuring they have instant access to the data and knowledge base information they need.
- Improve agent retention: Reduce agent stress with real-time guidance and help agents improve with insight-based coaching. Empower your agents to resolve customer issues efficiently and reduce your contact center’s attrition rate.
- Reduce contact center costs: Analyze your customer conversations for your biggest cost drivers, including causes of long handle times, transfers, and repeat contacts. Tackle these root causes, equip agents with the coaching and workflows they need to resolve issues on the first contact, and reduce operational costs.
- Save time on manual QA while improving coaching: Reduce manual QA time by up to 80%. Automatically review consistent, objective criteria across every interaction and increase your supervisors’ bandwidth for strategic, data-driven coaching sessions.
- Increase customer satisfaction: Listen to your customers to identify their needs and guide your agents to a successful outcome. After the interaction, get insights into customer satisfaction, sentiment, and effort. Pinpoint your biggest opportunities to improve the customer experience and increase your average customer lifetime value
Featureslink to this section
Real-Time Agent Assist
Creovai’s real-time agent assist technology 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
- Knowledgebase lookup
- Wrap-up assist (inc. summarization)
Agent Workflow
Creovai’s process-driven agent guidance technology is a low-code, cloud solution that utilizes scripting and workflows 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
- ChatGPT enabled
- Data writeback
- Unified Desktop Interface
- Advanced Dashboarding and Reporting
Conversation Intelligence
Creovai’s 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.
- Key Term & Phrase Identification
- Natural Language Processing (NLP)
- Topic Modeling
- Acoustic Analysis
- Customizable Scorecards
- Agent Coaching
Prerequisiteslink to this section
8x8 X6, X7, or X8 license
Client Hardware and Software Requirements
Security & Compliancelink to this section
Developer: Creovai
Location:Austin, TX
Certifications & Compliance: ISO27001 compliant