Description
Conversation Assist
Conversation Assist (CA) offers recommended bots and answers to your human agents inline in their conversations with consumers, and on-demand within a dedicated widget.
When your agents take advantage of these just-in-time recommendations, they become more efficient and save time. What's more, their conversational outcomes are improved and more consistent. Conversation Assist can even help to reduce the time to onboard new agents.
Conversation Assist currently can be used with an AI powered version and a standard version which uses current knowledge base articles.
Reporting
Create Knowledge Base based aggregated reports that will present the CA recommendation data. Brands can use their recommendation metrics in conjunction with conversation data to understand improvement in operations.
Metrics
- Eligible Conversation
- Number of agent recommendation shown
- Number of recommendation Used
- Recommendation used rate (Uptake Rate)
- Recommendation rate
- Answer rate
- Number of recommendation modified and used
- Number of recommendation used with GenAI
- Percentage of agents using recommendation
- Average NPS, MCS and CSAT associated with CA conversations
- Thumbs Up/Thumbs Down feedback
Business Question
The main business questions we like brands to have the ability to investigate
- How are my agents performing with the usage of recommendations?
- How often do we use KB Articles?
- What is the usage of recommendations which are powered by AI?
Related Links
More information coming soon.
Status
Planned