Creovai Agent Assist - Express Delivery

Table of Contents:

  1. Introduction
  2. Purpose and Objectives
  3. Project Scope
  4. Responsibilities
  5. Assumption & Dependencies
  6. Out of Scope
  7. Project Duration and Application of Service Hours
  8. Change Management  

Introduction:

Creovai provides the Customer with a prescriptive onboarding plan to achieve a low-effort

implementation, effective and efficient adoption, and speed to value realization.

Purpose and Objectives:

Creovai Agent Assist, an AI-enabled platform, enables the Customer to provide agents with timely guidance that increases conversion rates, reduces customer churn, and drives operational efficiency.

Real-Time Agent Assist guidance allows agents to focus on the customer experience, enhancing CSAT while ensuring greater adherence to policies and processes. These benefits are achieved while reducing dependency on long training cycles and improving the agent experience, which, in turn, can help reduce costly agent turnover.

Express Delivery Project Scope

The deliverables included in this project are as follows:

  • Creovai platform commissioning & configuration  
    • Customer team members access provided  
  • Audio service enabled
    • Customer follows Creovai audio installation guide
    • Up to 2 Campaigns    
  • Program kick-off and scoping  
    • Team introductions and program overview
    • Review of key objectives, role assignments, next steps
    • Guidance selections (Intents, Responses, Call Summarization)
      • Creovai Library categories may be used for Intents and Responses.
    • Customer data collection
  • Build & test  
    • Guidance configured (Intents, Responses, Call Summarization)
    • Acceptance testing with the Customer
  • Business team adoption  
    • Virtual training
    • Hands on training
  • Program success and expansion    
    • Validate business impact
    • Optimize initial agent guidance based on feedback
    • Program expansion planning

Responsibilities

Delivery Team Responsibilities

  1. Engages with the Customer throughout the project, keeping Customer informed of timelines and progress toward completion throughout the project.
  2. Completes all tasks and deliverables listed under Creovai Agent Assist Express Delivery project scope.
  3. Shares training resources and technical documentation as appropriate for each deliverable. These resources may include live online meetings, online materials, or materials accessed via an LMS or support directory.
  4. Provides guidance and support to ensure Customer can fulfill their responsibilities for each deliverable.

Customer Responsibilities

  1. Actively participates throughout the project, following a cadence established with the Delivery Team during the kickoff call.
  2. Provides necessary resources to fill required roles for a successful implementation, including project sponsorship, stakeholder management, project coordination, business lead, and technical lead.
  3. Ensures timely delivery of guidance objectives, selections, and supporting details for configuration (e.g., rebuttal scripting).
  4. Ensure timely implementation of audio services. Creovai strongly recommends distributing the audio service centrally via Microsoft Intune (or a similar solution) rather than installing it manually on individual machines.  
    a. The audio service must be installed on the physical machine and not run through virtual machines.
    b. Audio integration will provide Events for the Creovai Event Listener to start and stop services.
    c. Audio services shall contain Campaign information required for the proper configuration of agent guidance (e.g., Department, Locations, LOB)

Assumptions & Dependencies  

  • Real Time Agent Assist - Express Delivery will support the English language only.
  • Creovai will host the Real-Time Agent Assist application.  
  • Services will leverage the Customers GPT Endpoint version 3.5 or greater, unless otherwise contracted.
  • SAML 2.0 SSO provider like Azure, Okta, Google for authentication.

Out of Scope (Can be obtained with expansion into Agent Workflow)

As part of Real-Time Agent Assist – Express Delivery, the following functionalities are out of scope:

  • Dynamic actions or responses.
  • Third-party integrations – no data pull/push outside of SSO access, and Telephony for audio service start/stop. No workflow or customer related data outside a campaign identifier will be passed between the telephony and Real-Time Agent Assist.  
  • Workflows – no agent workflows will be built or can be built as part of the Real-Time Agent Assist - Express Delivery application.
  • Inteligent Scripting.
  • The ability to trigger actions and alerts based on the customer utterances and chat messages, such as looking up data from 3rd party systems or sending emails.
  • Support for 3 or more Campaigns
  • Real-Time Agent Assist - Express Delivery only supports the English language and cannot support dual language interactions.
  • Real-Time Agent Assist - Express Delivery only supports Voice interactions and cannot take Email or Chat interactions.
  • Real-Time Agent Assist – Express Delivery can only support single interactions at a time, so agents performing dual interactions will not be able to use Real-Time Agent Assist – Express Delivery.

Project Duration & Application of Service & Hours

  • This Statement of Work is pursuant to the Service Delivery terms contracted in the Subscription Agreement and listed in Fees.
  • All meetings will be conducted virtually, and all services will be delivered and completed remotely.
  • Project duration is assumed to be 90 calendar days from the Subscription Start Date. All Service Delivery hours are to be exhausted or forfeited unless otherwise modified by the Change Request Process.
  • Extensions can be requested via the Change Management Process.
  • The Customer agrees to complete all responsibilities in a timely manner and to support troubleshooting and issue resolution related to Customer systems or third-party providers.

Change Management

The Change Management Process outlined below governs any requested changes:

  • A change request may be submitted via email to the Account Management or Service Delivery teams.
  • The request will be reviewed by the Delivery team, who will provide an approval or disapproval, along with additional questions and any estimated changes to scope, service hours, or schedule.
  • If additional hours are required to support the change and the request is approved, the Customer may purchase them.
  • The Customer has five (5) business days to decide whether to proceed with the updated schedule, scope, and hours or to decline the change.

Appendix

Glossary of Terms

Express Delivery

  • Intents - Items you want agents to express. Examples; Disclosures, Greeting, Customer verification.
  • Responses / Rebuttals – guidance you want the surface to the agent based on something the customer says. For phase 1 Express these are not dynamic.
  • Call Summarization – knowledge you want surfaced form the interaction at the conclusion.
  • Creovai Library – Pre-built insights from the Creovai Libraries.
  • Co-Build – This program provides knowledge transfer of how to build and configure Express while building out the initial Guidance.

Future Phases: Workflow

  • Dynamic actions. Automatic ‘next best action’ prompts. Agents see dynamic pop-ups with the next best actions based on what the customer is asking.
  • Alerts. Compliance triggers. Set rule-based triggers that alert managers the moment compliance risks or breaches arise.
  • Intelligent script building. Build and edit scripts to guide agents through conversations–no IT help required.
  • Multilingual guidance. Give agents the power to assist customers in 38 different languages with real-time conversational translations.
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