Agent Assistance
Unified Interaction History
Agents can associate multiple customer customer identities (email, mobile number, cookie, social media ID,..) to a customer profile and with that ensure that any interaction from that identity will be tracked with that customer profile. This information can be linked with your CRM. View a customer’s interaction history through all channels and play back recordings.
Get a visual representation of every customer’s conversation history, all the way back to your very first interaction, so your customers don’t have to repeat themselves. Banish the dreaded “sorry, I’m not able to see the details of your conversation with my colleague” from your agents’ vocabulary!
Effortless authentication
Use your customers unique voice or face to authenticate their identity. Identify their biometric data once and authenticate them from then on forward
- Enhanced Security no password fraud
- Seamless customer experience leads to reduced call durations
- Improved Self-Service
- Improve accuracy over time
AI suggestions for chat, Email or calls
We strive to create a satisfying experience for both your agents and customers.
Support your agents by connecting them to chatbots and AI that suggest answers or next best actions during a conversation. Agents that are relieved from answering basic queries can focus on more complex issues and create a better customer experience.
Expertflow connects your Contact Center and website to these
AI softwares...
and many more...
Unlock Enterprise Knowledge
Combine LLM (Large Language Model) engines such as LLama, Mistral or OpenAI's ChatGPT with your internal authoritative knowledge sources/ and documents to provide answers to both customers and agents.
These "Retrieval-Augmented Generation" LLM solutions can be deployed on-prem in a controlled and PII-compliant manner. They can be used both for chat- and voice bots, but also knowledge base retrieval on websites or internal knowledge bases.
Enable your agents to conduct a search of your knowledgebase during a conversation. LLM technology will provide them with quality responses,
Language barriers are a thing of the past
Display real-time translations of ongoing text conversations in the agent desktop and even translated transcripts of ongoing voice calls.
We'll gladly help you find a solution for your language.