Contact Center Agent Assist demo

What the demo shows

A search solution for contact center agents that answers tariff and policy questions in-call.

As the customer speaks, an answer card slides in beside the live transcript: one sentence the agent can say aloud, the tariff or policy clause behind it, and the figures from the customer's own bill. A checklist across the foot of the call knows what this call now owes the customer, ticks each item as it is said, and turns red if the agent starts to close with something unsaid. The agent speaks and decides; the wrap-up is drafted for the agent to approve.

Transcript

1. 0:00Contact Center Agent Assist gives utility agents cited answers while the customer is on the line.
2. 0:09Today, agents search rate books and procedures mid-call, and new hires guests.
3. 0:15Ruth Callaway asks why her August bill is so high.
4. 0:19A card brings the sentence to say.
5. 0:23Leo reads it out word for word, with the tariff clause beneath it.
6. 0:29She can't pay, so the checklist adds her payment plan rights and ticks as he says them.
7. 0:37Leo starts to close, but the medical protection is unsaid, so the checklist turns red.
8. 0:45He says it, and the bar turns green, 5 of 5.
9. 0:50The wrap-up is drafted, every disclosure timed, for Leo to approve.
10. 0:58The aim, more calls solved first time, and no required disclosure left unsaid.
11. 1:05Built on Botminds: agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.