Industry

Telecom

Today’s customers demand personalized experiences and swift resolutions at every interaction point, making it essential for businesses to respond quickly and effectively. With increasing complexities in customer inquiries, agents need more than just basic tools—they need real-time, intelligent support. AI-driven Agent Assist solutions provide agents with relevant data and next best actions, enabling faster, more precise responses and delivering a consistently superior customer experience across all touchpoints.

The Challenge:

Over the past five years, ResultsCX has proudly partnered with a leading telecom provider, playing a vital role in delivering customer support for its wireless programs. As part of our dedication to ongoing improvement, we zeroed in on two key goals: enhancing operational efficiency and taking the customer experience to the next level. A big part of this involved empowering our agents—giving them the tools to cut down on mistakes and focus purely on what matters: the customer.

The Solution:

Our Agent Assist solution, developed in partnership with our highly skilled agents, marks a major advancement beyond traditional script-based interactions–offering a more responsive and effective approach to customer engagement. By integrating an AI-driven tool directly into the phone system, the solution listens to customer-agent conversations in real time and dynamically accesses the knowledge base used by the agents.

The AI engine intelligently pinpoints the intent behind customer inquiries, supplying agents with the most relevant info—no more manual searches! This allows agents to engage in more meaningful, personalized conversations, as the system shows guided workflows and next best actions (NBAs) in real time. The result? A more natural and connected customer experience that boosts accuracy, efficiency, and satisfaction.

Key Solution Features

Real-time agent assistance: Seamless integration of telephony systems to provide immediate support for agents during customer interactions.
Promise tracking and alerts: Automated tracking of commitments made to customers (most calls involve an agent making a promise) with timely alerts to agents for effective follow-up.
Automated call summaries: Development of concise call summaries using Gen AI, reducing agent after-call work, increasing accuracy, and allowing agents to quickly prioritize post-call tasks.
Customer-centric KPI enhancement: Focused identification of opportunities to improve critical metrics such as Average Handle Time (AHT), Net Promoter Score (NPS), and First Call Resolution (FCR).
Optimized call handling: Streamlined processes to minimize Average Handling Time (AHT) by reducing redundancy in call handling.
Analytics-driven insights: In-depth analysis of top call drivers to decrease repeat calls and enhance overall customer experience.

The Results:

In just two months, the solution significantly accelerated agent time to proficiency and improved their overall experience by eliminating the need for manual searches and reducing errors. This ensures smooth, consistent interactions across all channels. Advanced features like ‘automatic note summaries’ empower agents to focus on the customer rather than administrative tasks, resulting in faster, more accurate outcomes and improved overall performance.