Real-time agent guidance has become critical for delivering exceptional customer service experiences in modern contact centers. Through AI-powered contact center software, agents can receive immediate supervisor support or real-time suggestions and contextual support to serve their customers and boost satisfaction.

Whitepaper

The Power of Real-Time Conversation Analytics and Agent Guidance

Learn how conversation analytics can deliver real-time guidance

Learn more about real-time guidance in this article:

• The value of real-time guidance in contact centers
• How real-time agent guidance works
• Implementing real-time agent guidance in your contact center
• Frequently asked questions

The value of real-time guidance in contact centers

Real-time guidance can directly impact agent performance and, as a result, customer satisfaction and customer experience (CX). Explore the top benefits of real-time guidance in contact centers.

• Optimizes agent performance: Real-time guidance gives agents instant, personalized support while they assist customers. This allows them to work through complex problems, reduce errors, and feel more confident in the help they give callers.
• Improves customer experience: Agents can respond quickly and accurately to customer needs with the help of real-time guidance, which offers prompts and suggestions to move conversations forward and provide helpful resolutions to customers.
• Reduces agent stress: Real-time guidance can take some of the pressure off agents’ shoulders by providing them with the help they need when they need it most. It’s like giving them an extra person to collaborate with, which could reduce anxiety, stress, and burnout.
• Ensures compliance: AI-powered guidance tools continuously monitor customer conversations and immediately alert agents and supervisors of potential compliance issues, allowing for quick resolutions and proactive prevention.

How real-time agent guidance works

Real-time guidance software relies on complex algorithms and data analyses to identify opportunities to assist agents. Here’s what it looks like on the contact center’s end.

AI-driven alerts and prompts

Real-time guidance tools monitor and analyze interactions with customers at all times to give agents immediate, actionable suggestions for improvement. For example, AI can notify an agent when it’s a good time to upsell a product or warn them that they may be breaking compliance by veering too far from their script.

Real-time alerts are laser-focused on the current conversation, so agents receive only the most relevant, helpful solutions. With the help of this quick-acting feedback, agents can handle complex situations effectively, reduce the potential for errors, and keep customers happy.

Live supervisor assistance

Live supervisor assistance allows supervisors to monitor customer interactions and jump in when necessary without disrupting the customer experience. Supervisors can listen to agent-customer calls and provide immediate assistance if the agent needs it to address concerns or issues in real time.

Automated knowledge base integration

Real-time agent guidance software can build a knowledge base for agents based on common customer inquiries and other data gathered from customer interactions. Then, the software can provide suggestions and answers during conversations, reducing the need for manual searches and unnecessary wait times for customers. This feature also ensures that agents provide the most up-to-date information for customers.

Contextual coaching

Real-time guidance uses the context of conversations to deliver personalized suggestions during calls rather than generic ideas to give customers the tailored service they’re looking for. This allows agents to get targeted coaching for virtually any situation and adjust their approach in real time.

Implement real-time agent guidance in your contact center

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— CallMiner, Inc. (@CallMiner) September 10, 2024

Choosing the right real-time agent guidance tools for your contact center is a crucial step. These tools should integrate with your current software and be accessible for all agents to use properly. Make sure agents are fully trained on the tools you decide to use, and implement data analytics software to measure success.

CallMiner is a robust conversation intelligence platform that monitors 100% of customer interactions to uncover insights about customer behavior, sentiment, and emotion while providing real-time, next-best-action guidance to agents. Request a demo to learn more.

Frequently asked questions

Are real-time guidance and agent assist the same?

Real-time guidance and agent assist are similar features, but they aren’t the same. Agent assist is a broader term that refers to any tool or feature that helps agents perform their tasks, while real-time guidance is a type of agent assist feature. Real-time guidance specifically provides contextual support to agents during live interactions using AI-powered analytics and tools.

What are the benefits of using AI for real-time agent guidance?

Real-time agent guidance offers several benefits, like better accuracy and efficiency when interacting with customers, assistance with managing complex customer inquiries, and thorough and consistent training for agents.

How do you train agents to use real-time guidance tools effectively?

Agents must be trained on real-time guidance tools for the tools to work to their potential. Effective training involves clear instruction, plenty of hands-on practice, and ongoing supervisor support.

Comprehensive training sessions with role-playing exercises should be implemented when adopting new software. Then, contact centers should use refresher sessions and continuous feedback to ensure agents feel comfortable using the technology.