Intelligent guidance to make every agent a top performer
Improve the agent experience and increase customer satisfaction with the generative AI assistant that empowers agents to deliver exceptional service.
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Real-Time Agent Assist
Listens in real time
Capture and transcribe audio directly from the agent’s desktop—no integrations required.
Uses AI to understand customer intent
Real-Time Agent Assist identifies intent based on what the customer and agent say and coaches the agent through the conversation. Easily configure intent analysis for scenarios specific to your business.
Makes it easy to manage interactions
By securely harnessing the latest version of ChatGPT, Real-Time Agent Assist can keep agents on track with dynamic checklists, automatically generate conversation summaries, and answer agents’ questions about their interactions.
Increase customer satisfaction
Contact center interactions can make or break your customer’s experience with your business. Real-Time Agent Assist listens to your customers to identify their needs and guide your agents to a successful outcome. The results are lower-effort interactions and greater customer satisfaction.
Improve agent well-being and retention
Working as a contact center agent can be stressful, and a consistently high-pressure environment increases the risk of high agent turnover. Real-Time Agent Assist gives agents instant access to the information they need to navigate customer interactions, simplifying their workflows and reducing stress.
Improve contact center performance
When agents have the information and coaching they need at their fingertips, they resolve issues more efficiently—improving their average handle times and first-contact resolution while reducing contact center operational costs.
A generative AI assistant built to optimize agent performance
Real-time alerts and intent checklists
Empower agents to navigate complex workflows, efficiently resolve issues, and follow compliance requirements—all while staying focused on the customer.
- Customizable intent analysis
- Intent-based dynamic checklists
- Keyword-triggered alerts for agents and supervisors
- AI-powered knowledge base lookup
Real-time coaching and objection handling
Help all your agents perform at the top level by serving them data-backed coaching prompts based on the context of the conversation.
- Coaching prompt customization
- Objection coaching to overcome customer concerns
- Save offer coaching to reduce customer churn
- Process coaching to keep all agents on track
- Automated intelligent guidance prompts based on historical conversation data
Automatic data capture
Reduce after-call work and simplify handoffs.
- Auto-generated conversation summaries
- Auto-generated responses to questions about interactions
- Auto-population of fields in scripted workflows based on what the customer says
Live audio capture and transcription
Capture the best-quality agent and customer audio to get accurate transcriptions and captions.
- Live streaming of stereo audio
- Real-time transcription
- Live captioning
Creovai customers are realizing the value of real-time AI
“The Creovai platform is powerful and puts business intelligence at your fingertips.”
FAQs
Implementation
What's the estimated timeline to implement Agent Assist?
Agent Assist can be online providing value in as little as 4 weeks. While most agent assist solutions require extensive training of the AI model to work effectively, Creovai uses secure, pretrained models to understand the conversation. Agent Assist also brings Conversation Intelligence categories and capabilities into real-time to avoid reproduction of work
What resources do we need for implementation?
Creovai recommends nominating a business sponsor and technical lead along with a number of users selected as designers. Creovai will run an Onboarding Workshop and training over several sessions with these team members to ensure familiarity with the new product.
How easy is it for agents to get started with Agent Assist?
In most implementations, agents can get started using Agent Assist within minutes. The Agent Assist app runs alongside or embedded inside their existing contact center interface with no significant changes to their call handling process, and it's there to help them be more efficient and get the best results.
Agent Guidance
How fast does Agent Assist recognize what's happening in a conversation and provide a response or action?
With Creovai's real-time transcription service plus super fast ChatGPT running in Azure cloud, Agent Assist can recognize what's happening and provide a response or action within a second or less.
How accurate is Agent Assist at recognizing intent in conversations?
Agent Assist can be very accurate (95%+) in recognizing very specific intents and can be more flexible to capture broader intent matches with similar accuracy. Creovai offers multiple models to get the accuracy you need.
How does Agent Assist analyze and interpret live customer conversations?
Agent Assist uses live transcription to listen to every utterance from the agent and customer in a call, and passes each transcribed utterance to a GenAI model for intent matching, Q&A, and summarization. The returned actions from GenAI to Agent Assist trigger the configured response for QA checklist items, knowledge links, next-best-action recommendations, and post-call summary. This all happens in fractions of a second, so the agent assistance is timely and relevant.
How can agents operating in multiple queues get the proper guidance for different types of calls?
Agent Assist uses a data integration feed of events from the contact center app to present the proper guidance for each type of call as relevant. This is automatic for the agent, usually based on queue, campaign, time of day, or other measures.
How does Agent Assist direct agents to the next best action?
Agent Assist listens to a conversation, analyzes the utterances, and reacts to the conversation depending on what the agent needs in the moment. This can include triggering alerts, prompting guidance, or surfacing knowledge based on what the agent and customer are discussing. This helps agents stay on track and complete required steps during complex interactions.
Integrations
What knowledge sources does Agent Assist use?
Agent Assist can be configured to work with any knowledge base or KMS that allows direct URL linking to a knowledge entry or section thereof.
Which contact center platforms does Agent Assist work with?
Agent Assist currently has out-of-the-box integrations with 8x8 and Genesys PureCloud. Integrations to NICE CXOne, Glia, AWS and others are on the roadmap.
Most modern cloud contact center services will be compatible with Creovai Agent Assist.
Does Agent Assist work on voice calls and chat?
Agent Assist is specifically built to support agents on voice calls. Creovai customers who also use Conversation Intelligence can benefit from analytics on voice and text-based interactions, helping their contact center improve the omnichannel customer experience.