Call Centre Coaching Bot
Use Artificial Intelligence to deliver powerful data driven decisions to call centre agents.
Reduce training requirements and agent turnover, improve outcomes
Agent X brings together Artificial Intelligence, Machine Learning, gamification and human behavioral science to not only guide and support agents during calls, but to motivate and inspire high performance via an engaging, dynamic and intuitive interface.
Agent X is an Artificial Intelligence driven coaching bot that links your call centre agents with data-driven decisions generated by your existing systems and Principa’s Artificial Intelligence engine, Genius.
Acting as your call centre agents’ coach, Agent X coaching bot provides your call centre agents with account information and treatment recommendations during each call in an engaging manner to improve call outcomes.
Agent X also motivates agents with real-time feedback, individual target tracking via a mini dashboard.
Low cost to implement and maintain
Minimal integration requirements, Agent X maintains a light technical footprint in your infrastructure
Agent X motivates agents by delivering real-time performance related data for each agent via a live and dynamic dashboard
Agent X provides agents with real-time treatment / upsell or cross-sell recommendations specific to the customer on the call. Helps agents understand and connect better with customers.
Lower agent turnover
Agent X helps keep agents motivated with encouraging messages based on real-time performance tracking to target, as well as improved call experience.
Lower training requirements
Agent X provides agents with on-going guidance and treatment recommendations during each call.
Metrics and data delivered at the moment of truth
Agent X delivers real-time performance metrics and recommended actions or treatment during calls to help agents realise the best possible outcome from every call.
- Agent X has a clear interface and hovers over open applications
- Intuitive and dynamic dashboard
- Personalised KPI dashboard that updates with every call
- Live feeds of data-driven treatment recommendations and actions for each call based on customer profile and last interaction
- Real-time feedback on call performance
- Icons change with real-time data
- Users can click on icons to display more information
- Admin dashboard and reporting capabilities provide team leaders and management with constant source of critical performance information
Light integration in the form of API’s is required between the file that sits behind the Agent X coaching bot and the respective input systems, namely, lead source information, account management and / or host along with any other performance monitoring and real-time incentive metrics.
Irrespective of the refresh rates of the source data, our call centre agent coaching bot will pull data on demand via automatic triggers (e.g. dialler) or manual user prompts from front-end systems.
Principa’s Agent X platform has two main components:
- The proprietary AI engine (Genius Artificial Intelligence engine) running seamlessly in the background and agnostic of any operational system;
- The agent facing module (Agent X coaching bot) and associated infrastructure which is deployed as a “floating” user interface that remains in the foreground “on top” of any case management system.