Real-Time Agent Assist
The next best answer put in front of the agent while the customer is still on the line, drawn from your own policies and that customer's own record.
Typical outcomes for this kind of engagement. Results depend on your data and starting point.
A contact-centre agent is asked to hold the policy, the product rules and the customer's history in their head while a person waits on the line. New joiners put callers on hold to ask a colleague, experienced agents answer from memory that may be a revision out of date, and quality assurance only finds out weeks later, once the call has been scored.
- Agents holding policy, product rules and customer history in their heads
- Callers placed on hold while an agent asks a colleague
- Answers given from memory that may be a revision out of date
- Compliance wording missed, and only discovered at scoring time
- Supervisors seeing a difficult call after it has ended, not during
CloudGate transcribes the call as it happens, recognises what is being asked, and surfaces the answer to the agent from the current policy and the customer's own record, with the source named. Compliance phrases are prompted at the moment they are due, and sentiment and escalation risk are flagged to the supervisor while there is still time to step in.
- Live transcription with intent recognised as the call unfolds
- Answers surfaced from the current policy, with the document and revision named
- The customer's own record brought alongside, not a generic script
- Compliance prompts raised at the moment they are due
- Sentiment and escalation risk flagged to the supervisor in real time
- The same transcript feeds post-call scoring, with no second capture