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.
- Intuitive drag-and-drop script editor
- Structured and flexible script building options
- Rule-based compliance alerts for managers
- Multilingual guidance with 38 languages supported
Creovai customers are generating tangible ROI
“There’s no doubt that Creovai’s technology plays a crucial role in driving a frictionless and timely resolution to much of the support we provide.”
FAQs
How easy is it to build workflows?
Agent Workflow was specifically built for non-technical operations teams. This means you can build and update scripts and workflows in a simple drag-and-drop editor--without relying on an IT team.
How can agents operating in different queues simultaneously get the proper workflow for different types of calls?
Agent Workflow can be tied to campaigns, skills, queues, or even individual phone numbers in the telephony system. This means agents are automatically presented the appropriate workflow via logic. Agents can also manually control the opening and closing of workflows if they need to switch tasks or handle multiple tasks.
How does Agent Workflow direct agents to the next best action?
Agent Workflow helps agents navigate conversations using logic-based workflows and integrations with data sources such as a CRM. It brings all the information agents need into a single interface and allows them to work through the customer's request or issue step by step.
Does Agent Workflow integrate with our CRM?
Agent Workflow has out-of-the-box integrations with leading CRMs including Salesforce, Zendesk, Microsoft 365 Dynamics, and Zoho. Workflow also allows customers to build their own custom RESTful API integrations via an easy-to-use wizard control.
How does Agent Workflow integrate with our existing knowledge base?
Agent Workflow uses automatic data feeds (or Rest APIs) to pull data from multiple sources, including knowledge bases, into the platform. This helps agents quickly access the information they need during conversations without switching between screens or windows.