This AI tool helps call center agents solve issues much faster

Call center agents will no longer have to worry about spending more than the allotted time in one call. Because the Siri and Alexa for customer service can now help pick up and screen calls and even walk the customer through the solutions to their concerns.

In the call center industry, an agent’s efficiency is measured by the 6-minute average handling time (AHT). And most calls that go beyond the efficiency mark, are about issues that customers could’ve easily handled on their own. Now, a new conversational artificial intelligence (AI) offers customers self-service options, so agents can focus on concerns that actually require human assistance while keeping AHTs within range.

NLX, a new technology that complements human call center agents provides a more efficient service to customers. NLX is nothing like chatbots or voice prompts, it is a smart assistant that provides personalized customer service similar to Alexa or Siri.

Andrei Papancea founder and chief executive officer (CEO) of NLX said that the demand for this sort of AI service “exploded since the pandemic.” 

In an interview with PYMNTS.com, Papancea said “Through the needs of having to scale human operations, conversational AI is such a practical use of technology,”

Advanced automation

“This goes beyond just the digital assistants that we’re used to like Siri, Alexa … especially in the call center. We’ve seen quite an uptick in demand for call center technology and automation, in particular.” he added.

According to Papancea during the thick of the Covid-19 pandemic, airline customer care agents received an influx of calls regarding flight cancellations. But, the agents also found themselves answering questions about quarantine and the health risks of the looming pandemic as well. 

In this case, NLX smart conversation AI can take care of addressing the matters regarding the pandemic and the health risks and the cancellations and flight-related queries will be in human agents’ hands. 

Papancea said, Instead of that risky and fraught method, NLX has introduced a technology that takes people off the phone after following a few prompts, texting them a link to reset the password. Afterwards, instead of dropping the call, the digital assistant stays on the line and synchronizes with what the customer sees on screen.

Using the range of human/digital expression from the spoken word to the embedded link, Papancea said, “It creates this uniform end-to-end experience that can transcend channels, but at the same time doesn’t lose context and doesn’t frustrate the users through the process. It’s all about making sure the end user has a good experience.”

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