EPE: Global (AI) Human Agent Innovations

                                     humanagent@epepartners.ai

At the inception, most automated assistants just gathered customer information to allow agents to follow up. Today, AI is much more capable than before. Artificial Intelligence in call centers is intelligently learning through analysis of data created and gathered at touchpoints. Over time, this has allowed AI to support decision-making and speedy outcome by performing data crunching in the background. It was the moment when a new milestone was made because it was a sign they were achieving human-like intuitiveness by interpreting pieces of information just like a human agent. The technology builders didn't just stop at this achievement. They went further by incorporating NLU or Natural Language Understanding. It was proving a ground-breaking way to capture and measure the sentiment of a caller by parsing speech, context, and vocal characteristics registered from touchpoint. It was enough to interpret intentions and prepare human agents so they can take over the conversation in case the AI isn't capable of resolving the client issue. As a result, calls began to culminate in a positive experience for the client because they needn't start over by explaining their concern. Adopting an AI-powered human agent was a turning point for online business as it increased the bandwidth of agents and almost always resulted in a positive outcome with reduced call time and a touch of personalization.

EPE Partners understands that AI is revolutionizing contact centers with agent collaboration and is becoming a catalyst for smart decisions and customer loyalty. Until the recent pandemic, we saw a spurt in companies including telecom and eCommerce majors using AI applications to capture variables like count of phrases uttered by callers and the number of calls that triggered a particular script. These were often assigned scores, which were benchmarked to automatically tip the sales team about opportunities. It also helped the marketing teams to swing into action and create personalized recommendations and offers to attract potential buyers. The AI-powered human agent ultimately paid off in many ways as an effective tool in reducing the churn rates and improving brand outlook in the customer's eyes.

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