Agent Assistance
Provide your agents with contextual information on the current conversation with the customer.
Suggest answers and actions to your agents
Support your agents during an interaction over any channel by providing suggestions for actions or answers. These suggestions can come by way of
- AI engines via call-forking
- LLM engine with access to your knowledge base
- Supervisor (barge-in or whisper)
Real time assistance from AI engines
Use Ai engines to extract information in real-time from ongoing voice- or video-calls or chat:
- Transcription and translationÂ
- Voice or Face biometrics
- Sentiment analysis
- Customer journey prediction
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 and knowledge base retrieval on websites or internal knowledge bases.
Customer authentication using voice and face biometry
With voice and face biometrics, we provide a secure and convenient way for customers to authenticate their identity. Once you have identified your users and added their biometric data to their profiles, you can easily authenticate them using AI-based technology. Advantages include:
- Enhanced Security, avoiding the issues with passwords
- Reduced call durations
- The system will learn from every interaction to improve voiceprint/faceprint accuracy.
Real Time Translation
Language barriers are a thing of the past.                  Â
Display real-time translations of ongoing text conversations in the agent desktop and even translated transcripts of ongoing voice calls.
We support many languages including, less commonly spoken languages.
Expertflow connects your Contact Center and website to these
AI softwares...
