CTO Straight Talk - Issue 4 - 30

A AI agent " listening " to a call can
An
provide real-time on-screen coaching
to the human agent. For example, it can
consider the sentiment in a customer's
word choices and alert the agent that
the temperature of the conversation
is rising.

ANOTHER SET
OF EARS
Five years ago, the most a contact
center system could do was look at a
caller's phone number, which indicated
where the person was calling from
and gave you some insight into their
language preference. More recently,
companies were able to match the
number against their CRM system. This
meant they might not only know that
the caller was, say, an English speaker,
but also that he or she was a high net
worth individual who should be routed
to a particularly skilled agent.
But today, we can do even more.
With the advances in artiﬁcial
intelligence and the speed of
computation, companies are starting
to use real-time AI in the call center.
An AI agent " listening " to a call can
provide real-time on-screen coaching
to the human agent. For example, it can
consider the sentiment in a customer's
word choices and alert the agent that
the temperature of the conversation is
rising. Or if the client looks like a good
prospect, it may suggest upselling
options.

30

The system also helps with fraud
detection, because you can learn a lot
from the language of an individual who
may know just enough about a person
to impersonate them, but not enough
to really be them. All those sorts of
things are absolutely top of mind for
contact center operators today, who
are going way above and beyond basic
experience management.

CTO Straight Talk - Issue 4

Table of Contents for the Digital Edition of CTO Straight Talk - Issue 4

Contents
CTO Straight Talk - Issue 4 - Cover1
CTO Straight Talk - Issue 4 - Cover2
CTO Straight Talk - Issue 4 - 1
CTO Straight Talk - Issue 4 - Contents
CTO Straight Talk - Issue 4 - 3
CTO Straight Talk - Issue 4 - 4
CTO Straight Talk - Issue 4 - 5
CTO Straight Talk - Issue 4 - 6
CTO Straight Talk - Issue 4 - 7
CTO Straight Talk - Issue 4 - 8
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CTO Straight Talk - Issue 4 - Cover4
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