Waiting remains a top-ranking customer pain point, with nearly 48% saying they frequently encounter extensive hold times. To make matters worse, when they finally reach a live agent, they encounter someone who is unprepared to engage in an empathetic, personalized, resolute conversation.
A mere 12% say agents know a lot about the customers and agents they are supporting, and just 22% feel those employees are focused on the problem at hand.
What if you could address both issues at the same time? What if you could make conversations more efficient and more contextually relevant.
These questions are no longer rhetorical: thanks to advances in generative AI, agents can gain access to robust, real-time, critically actionable guidance that helps them make connections – and solve problems – quickly. As it elevates the customer experience, this approach will also improve employee engagement by reducing effort, improving conversation quality, and facilitating more personalized training and guidance.
In this Special Report, we will explore the rise of real-time AI – and what it means for the way you empower employees to dazzle customers. Topics include:
- Empty empowerment: Why today’s agents are struggling to make any connection, let alone a quick one, when conversing with customers
- Demystifying “agent augmentation”: The data, intelligence, and guidance that actually makes an impact on conversation quality
- Generating results with AI: Insight into a real-time generative AI platform that gives agents what they need, so that customers can get everything they want
- Workflow evolution: Everything you need to know about how real-time AI will change agent workflow and development needs, while also impacting contact center metrics and KPIs
- Real-world success with Real-time AI: Case study insights documenting the transformative impact of generative AI technology
