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.
- Key Term & Phrase Identification
- Natural Language Processing (NLP)
- Topic Modeling
- Acoustic Analysis
Prerequisites
8x8 X6, X7, or X8 license
Client Hardware and Software Requirements
Security & Compliance
Developer: Awaken UK
Location: UK
Certifications & Compliance: ISO27001 compliant