Sky voice bot provides live agent assistance to call center agents while listening to customers
“In addition to returning intelligent suggestions, our tool automates live operational use cases and post call wrap up processes for call center agents.” - Moshe Villaizan, CTO
OLD GREENWICH, Conn. (PRWEB) May 08, 2020
Speakeasy AI today announced the release and general availability of its live agent assist extension. This latest release works seamlessly within the Speakeasy AI solution, including Amplify™ customer journey reporting, Sky™ voice bot and Nerv™, Speakeasy AI's custom voice neural net. Speakeasy AI can now listen in real time to customer and live agent conversations to provide agent side suggestions, answers and next best actions. Live agents utilizing Speakeasy AI agent assist will be able to improve average handle time, reduce transfer rates, and improve first call resolution rates. This seamless approach to augmented AI for live agents will also improve both agent and customer experience. With Speakeasy AI agent assist as a live agent resource, agents can feel empowered to serve customers with reduced training time and automating work process flows and post call wrap up notes.
Speakeasy AI’s agent assist extension also means that live customer conversations with call center agents will influence the custom language models created by Nerv, Speakeasy AI’s custom voice neural net. This additional conversational data will improve the machine learning models used to drive AI improvements across all self-service. Live agents can also make suggestions and annotations to what is being suggested as answers and actions to add enhanced improvements to the update cycle. Human agents work with agent assist to not only provide improved customer experience during live interactions, but also enables easy improvement to self-service content for future interactions.
Speakeasy AI’s proven expertise in integrations that connect the dots among legacy voice telephony and IVRs with digital AI and even new voice channels like smart speakers removes the traditional obstacles of voice recognition during live agent interactions. This front end integration power is combined with open APIs to easily bring backend agent desktop, ticketing workflow and RPA tools to the solution as well.
“Our agent assist extension focuses on actionable intent recognition from voice to reduce handle times, improve entity extraction during flows, and trigger third party queries to account for necessary data and context,” said CTO, Moshe Villaizan. “In addition to returning intelligent suggestions, our tool automates live operational use cases and post call wrap up processes.”
Speakeasy AI’s proven expertise in integrations among legacy voice telephony and IVRs with digital AI and new voice channels like smart speakers allows for the traditional obstacles of voice recognition during live agent interactions to be circumvented.
“Call center managers and agents have been looking for a viable, intuitive and customizable agent assistant tool in voice for some time” said CEO, Frank Schneider, “Moshe and our team have created a live agent tool that truly launches voice agent assistance into the realm of what practitioners have always dreamt.”
Live agent assist will be available to customers during Active Listening phase as well as with the full delivery of the Speakeasy AI solution.
To see Speakeasy AI agent assist in action contact Speakeasy AI at hello@speakeasyai.com or visit http://www.speakeasyai.com.
About Speakeasy AI
Our mission is to make it easier for businesses to understand and respond to their customers’ needs in voice with AI. We accomplish this mission by using the world’s first and only Speech-to-Intent™ solution. Combined with our end-to-end reporting and our next generation conversation manager, we provide a full solution for voice AI that can be leveraged in any voice channel. And since an AI platform is only as good as its improvement cycle, we enable rapid updates powered by machine learning to ensure wins are delivered on the day you launch. With our voice AI solutions and our team’s proven expertise, we work tirelessly to provide better voice experiences and deliver understanding as a service. Learn more at http://www.speakeasyai.com.