The Advent of Agent Assist

Artificial Intelligence is already transforming the contact center.  Customers are delighted that they are getting their business done more efficiently and companies are pleased to be saving money and time.  With AI interaction, we can provide a slick, natural, human-like interface. With AI knowledge, we can find the information the customer needs more quickly and accurately.

However, with the release of Blueworx Voice Response for Linux 7.10, we can now use AI in a new and exciting way – Augmented Human Agents.

Beyond CTI

Traditional IVRs provide a self-service facility where possible. Should the IVR fail to meet the customer’s needs, the call is transferred to a human agent. More advanced IVRs are combined with CTI so that when the call is handed over to the agent, contextual data is presented to the agent as they answer the call such as an account number the customer entered. This improves the customer’s experience, saving them from reading out the same information twice, but it’s far from a huge leap.

Yet there can be a wealth of data both in the business and in the conversation itself that could transform the customer’s experience.

Artificial Intelligence Monitoring

By having an AI application “listen-in” on a voice or text conversation between a customer and an agent, we can provide the agent with information, observations and solutions. Our augmented human agent can respond providing the right information in the right way, first time.

For example, Mr. Brown always calls on a Monday morning to check his account balance and prefers not to use the IVR. We can provide this information to the agent and have his account balance ready, enabling the agent to answer the call with “Good morning Mr. Brown. Would you like to know your current balance, as I have it right here for you?”

In another example, a customer is talking to an agent regarding an error on his bill. As the call progresses, the AI application sentiment analysis detects agitated and negative language in the conversation. It notifies the supervisor and sends a screen pop to the agent recommending they transfer the call to a specialist.

In a third example, an AI application detects that the voiceprint of the person talking to the agent does not match who he says he is. We prompt the agent to go through additional security checks for verification.

Technology Behind Agent Assist

Blueworx Voice Response for Linux 7.10 introduces support for a facility called “SIPREC” (an abbreviation of SIP-RECord), an open standard originally designed for the recording of calls.

Agent AssistFigure 1 – Blueworx with SIPREC

Using the SIPREC facility in Blueworx Voice Response, we can “tap” into a call between a customer and an agent and send the audio of each party to an AI application. The application can transcribe the audio using Speech-to-Text and analyze the conversation with a variety of services such as sentiment analysis, discovery, keyword identification and bio-metric security.

In the example below, we use SIPREC to connect to IBM Voice Gateway to enable an application using IBM Watson services to assist the agent.

Agent AssistFigure 2 – Agent Assist using Blueworx with Watson via SIPREC

By using Blueworx to enable an AI application that listens-in on calls with agents, we can provide the customer with the right information, personalized, the first time to help ensure the customer isn’t just satisfied, but delighted.

Contact us for further information on Agent Assist and other solutions for your contact center.