CREOVAI REAL-TIME AGENT WORKFLOW

Real-time agent guidance for every customer interaction

Simplify your agents’ workflows, get new agents up to speed faster, and resolve customer issues more efficiently with real-time prompts and guidance from Creovai’s Agent Workflow.

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Agent Workflow lets you:

Make your agents’ lives easier

Agents never have to wonder about the next step, even in the most complex customer interactions. Agent Workflow uses your pre-built script logic to guide agents through the conversation, ensuring they complete every step, remain in compliance, and deliver an excellent customer experience.

Integrate with your existing systems

Connect Agent Workflow to your CCaaS platform, CRM, and other data sources to capture conversations, deliver the information your agents need in real time, and send data back to the source systems. Agent Workflow is flexible and vendor-agnostic, meaning you can choose which systems to connect—or start using it as a standalone platform.

Get started quickly with a low-code setup

Start delivering real-time guidance to your agents without relying on your IT team. Creovai’s drag-and-drop script builder is designed for the everyday user: your managers and team leaders can easily add new scripts or edit existing ones.

Resolve customer issues faster

On average, agents must navigate five or more systems throughout an interaction. Reduce time spent searching for information and improve average handle times with a powerful platform that automatically delivers information to agents in a unified desktop.

Improve the agent experience

Increase agent confidence and give every agent the tools to resolve customer issues successfully. Agent Workflow walks your agents through conversations and puts relevant information at their fingertips.

Reduce training time

Cut your agent 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 service delivery

Ensure customers receive consistent service whether they’re speaking with a new or tenured agent. Agent Workflow presents agents with dynamic next-best-action prompts to eliminate confusion, improve first contact resolution, and increase customer satisfaction.

The real-time platform built to empower agents

Unified agent desktop

No more switching between 5 or 6 applications across multiple monitors. Agent Workflow stores and processes all relevant information so agents can assist customers through a single interface.

Single view of relevant information
Integration with cross-channel data sources, including CRM and case management systems
Low-code setup
Auto-population of new data in CRM

Dynamic next-best-action sequences

Agents see next-best-action sequences based on the direction of the conversation. Agent Workflow empowers both new and veteran agents to navigate complex interactions and efficiently resolve customer issues.

Dynamic processes for agent guidance
Flexible workflows based on pre-built script logic
Ability to connect knowledge base content to script steps

Intelligent script building

Build and edit scripts to guide agents through every scenario. Agent Workflow empowers managers to add and change scripts without relying on IT support.