Wondering how to create engaging customer experiences in a hybrid working world? Then you’ll love our latest innovation: Engage AI.
It’s a new kind of sentiment analysis software, empowered by artificial intelligence, that helps contact center agents enhance and improve the customer experience. And it works in complete harmony with your preferred contact center platform.
Engage AI uses our revolutionary new technology to analyze customers’ and agents’ tone of voice in real time to understand the sentiments and engagement levels running through both sides of the conversation. Then it displays the sentiment score for the agent live during the call in a simple, fun, and engaging way.
This helps them adjust and improve their tone of voice in the moment, to give customers an even better experience. Because positive agents are more engaged, so customers end calls feeling happy they’ve been heard and helped.
We believe the big potential in AI is to empower people, not replace them. It’s time to empower yours with our revolutionary new AI contact center software, allowing you to understand sentiment and engagement, and bringing agents closer to both their customers and supervisors.
Customer satisfaction is the number one performance metric in today’s contact centers, but it’s hard to measure. The feedback agents get from surveys is sporadic, and often biased.
Other AI-powered contact center software is retroactive, which means it analyzes the words transcribed by your Speech-to-Text (S2T) system and delivers the insights after the call (when agents are already on to the next).
As we all know, what we say and what we mean are sometimes very different. We’ve all had to try and decode a text message that just said “OK”. If that was hard for us, your poor S2T system has no chance.
We’re not big fans of guesswork, we prefer a more scientific, data-driven approach. So our engineers joined forces to do away with guesswork altogether, and give agents everywhere control of their own voice.
Because tone is the best predictor of sentiment and engagement levels, we’ve trained our AI to understand human tone of voice. It only took 20 years of research by the top professors and engineers in voice emotion tech, millions of human voice parameters, millions of analyzed conversations, and who knows how many email threads with the word ‘algorithm’ in them.
This software breakthrough is completely unique in the market, and will revolutionize the way you measure customer satisfaction.
But making the ultra-complicated ultra-simple is what we do, so all this knowledge and data is packaged in an amazingly intuitive and engaging interface. With easy-to-read, color-coded graphs, personalized avatars, and live tips and tricks to help agents up their game.
Your agents’ tone can have a big impact on customer satisfaction, how effectively a customer inquiry is solved, and average handling time (AHT). They might be ten minutes away from the end of a long shift, but your customer doesn’t need to know that.
Engage AI is with them every step of the way, giving them a gentle nudge the moment they start to sound a little unfocused or disengaged (that means now, yes, right now, live), so they can improve their tone in real time and finish the day with anothe
