Operator Assist Powered By Xdroid

Customers say that knowledge, friendly support and first-call resolution are the primary reasons for feeling satisfied or dissatisfied with your brand when they contact you. Understanding this is crucial which is where Operator Assist comes in.

Operator Assist Powered By Xdroid

Consumers have indicated that knowledge, friendly support, and first-call resolution are the primary (dis)satisfiers with your brand when they contact you.

Xdroid Voice Analytics Customer Touch Point

Turn your contact centre into an action-driven instrument using our Operator Assist tool; the real-time voice- and emotion analytics solution. Capture, analyse and recommend actions in just a fraction of a second. Agents are advised on meeting their compliance, track customer emotion, get pop-ups with relevant information, automatically schedule a follow-up call if needed and can wrap-up with an automatically generated call transcript.

Frequently asked questions from Contact Center Managers.

How can I provide the best possible support to agents while they are in a conversation so that they can give the best experience to customers?
My agents need help on 100% of their calls, how can my supervisors immediately interact and help them?
How can I upgrade customer satisfaction and maximize sales efficiency at the same time?
Can we reduce the agent’s wrap-up time by providing a call-summary at the end of the call?

Operator Assist can help your agents with quality and compliance checks and to give meaningful advice during a conversation with customers. As a result, the confidence-level of the agent, as well as the overall call quality, will increase.

Xdroid’s AI algorithms support the engine so it can advise agents with selecting the most appropriate sales scripts or keywords. We use the information we get from emotions, keywords, data from past conversations and data from 3rd party systems (e.g., CRM) to provide personalised assistance in each call.

For more details, a list of functionalities and visualisation examples, please scroll down.

Real Time

Keyword Spotting

Speech to Text

Our next generation of machine learning and artificial intelligence engine have implemented the most advanced deep neural network technologies. We didn’t only want to be focused on very fast speech processing: we took the end-to-end approach to provide optimum performance, the presentation layer is equally important as it is the interface to the agent

Key functionalities

Our new engine can be used either in real-time or in post-processing mode. In both modes, it can handle keyword spotting (KWS) as well as speech-to-text (STT). In post-processing mode it feeds our Voice Analytics solution, in the real-time mode we have two applications, real-time agent assistance; Operator Assist, and a wrap-up screen.

 
 

Real Time

Keyword Spotting

Speech to Text

Xdroid Operator Assist Customer Touch Point

Real-time agent assistance

During a call, our system informs agents of their speech style, compliance, length of silence periods in the conversation and other quality-oriented KPI’s. Keyword spotting can be used to compare against specific criteria; this is called the Compliance Tracker. To help the agent say the right things, the Compliance Tracker coaches the agents with a script. This real-time coaching ensures that best practices can be shared throughout a companies agent population, providing higher success, customer satisfaction and compliance rates.

Xdroid Operator Assist Customer Touch Point

Web support is triggered automatically based on the mention of specific keywords. When a keyword is detected, a link to supporting documents appears. In the accompanying picture, an example is given. Messages can be turned into alerts to inform the Contact Center Quality Manager about ongoing calls that might require immediate intervention based on speech characteristics or used keywords.

 
 

Wrap-up Screen

When a call is completed, the wrap-up screen creates a summary to save in the CRM. Elements of the wrap-up screen can be the overall emotion index, keywords or sentences, a compliance summary and any other element that could be used to follow the customer on its journey. The wrap-up screen could even contain a full speech to text transcript.

Keyword Spotting v Speech-to-Text

Doing both KWS & STT allows us to assess the benefits of each of the two methods. With full speech-to-text, a transcript of a conversation can be shared and analysed across the organization. The question is, however, who is going to read those transcripts. A transcript requires less storage than a full audio conversation, which seems to be an advantage. Very few people would want to go through reading all sorts of transcripts unless it is a legal case (in that case you may want to be able to listen to the conversation and make absolutely sure what has been said). For most other purposes, for instance, analysing which topics gave the most negative emotions during a call, you may prefer to do a keyword search combined with our True Emotion detection. With all these capabilities in one engine, you can select the technology that best suits the situation.

Xdroid Operator Assist Customer Touch Point

We strive to make our clients happy

Successfully identified additional at-risk customers by

0 %
More than £3500 revenue retained

We strive to make our clients happy

Successfully identified additional at-risk customers by

0 %
The increase in telephony NPS for major examinations board

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