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.
Frequently asked questions from Contact Center Managers.
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
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.
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.
We strive to make our clients happy
Successfully identified additional at-risk customers by
We strive to make our clients happy
Successfully identified additional at-risk customers by
