Agent AI Assistance
ExpertFlow Agent AI Assistance boosts productivity by automating routine tasks for the agent, such as reviewing interaction histories, searching information from the KB, taking notes, and selecting wrap-up codes. This slashes average handle time and also minimizes consult or transfer calls. It enhances customer experience by delivering instant, accurate, and consistent responses, ensuring First Call Resolution (FCR).
Real-time Agent Guidance
ExpertFlow Agent AI Assistance integrates with the customer's knowledge base (KB) sources, giving it access to accurate and up-to-date information. It analyzes ongoing interactions across any channel (voice or digital) and suggests relevant responses to agents. This saves a significant amount of time for both the agent and the customer. Agents also have the option to provide feedback on these suggestions, which is important for training and improving the AI bots.
This foundational integration enables two powerful capabilities based on the same powerful AI models:
Conversational IVR/Virtual Agents: Deploy AI-driven self-service across channels.
Agent Assistance: Provide live agents with real-time suggestions to handle interactions effectively.
Expertflow Agent AI Assistance offers out-of-the-box integration with the following platforms:
Google Drive
Microsoft OneNote
Atlassian Confluence
Microsoft SharePoint
Expertflow ensures reliable AI interactions by leveraging Retrieval-Augmented Generation (RAG), grounding LLM bot responses strictly in your knowledge base to prevent outdated or incorrect answers. Guardrails enforce intent boundaries and context control to maintain focused, compliant conversations, while source citation requirements prevent hallucinations and ensure verifiable accuracy. Predefined escalation rules automatically route complex issues to human agents for seamless handoff, guaranteeing that every interaction is resolved by the most appropriate resource.
User Flow -
During a customer session, the system provides the agent with auto-suggestions based on the customer's messages. The agent can also select the More option to generate an LLM-powered suggestion that is deeply contextual to the conversation. Alternatively, the agent can use the manual Search feature to query the knowledge base at any time. In all cases, the agent can either send the bot's suggestion directly or edit it before sending.
Transcription
Live Transcript
The purpose of the live transcript feature is to assist agents during calls with poor connections or strong accents. It enables an agent to visually scan the conversation in real-time, quickly confirming critical details—such as names, numbers, or key terms—without interrupting the customer to ask for repetitions. Agents can also select the preferred language for the live transcript to be generated.
For chat interactions, the live transcript can be automatically translated into the preferred languages of both the customer and the agent.
Post-Conversation Transcript
EFCX maintains complete transcripts of all interactions, including chat, email, and calls. This enables agents and quality management (QM) evaluators to scan and review the entire interaction history quickly.
ExpertFlow supports the following advanced transcription features:
Dialect Selection: Specify the dialect to ensure accurate transcript generation.
Timestamps (HH:MM:SS): Display a precise timestamp for every utterance made by any participant (agent or customer).
Speaker Identification: Automatically identify and label each speaker (e.g., Agent, Customer).
PII Masking: Automatically detecting and concealing declared Personally Identifiable Information (PII) within the transcripts for security and compliance.
Translation: Select a target language to translate the entire transcript.
Search Functionality: Quickly locate any specific word or phrase within the transcript.
Within EFCX, you can select specific queues for which voice call transcription is required.
AI-generated transcriptions of voice calls automatically capture the full context of customer interactions and log them directly into the customer's interaction history. This eliminates the need for agents to manually document details and prevents customers from having to repeat information.
Analytics
Expertflow uses the same transcripts for post-conversation analysis as well, such as for yopics & trends and sentiment analysis.
Translation
Translation enables agents to support customers in their native language. This resolves issues faster, increases first-call resolution, and reduces handle time. It improves customer satisfaction and allows a company to expand into new markets without a language barrier.
Live Translation
During a live interaction, the agent can select a language to view a real-time translation of the conversation transcript. This feature promotes understanding and helps avoid confusion.
Post-Conversation Translation
After the interaction, any user (such as a Quality Management evaluator, supervisor, or agent) can translate the entire transcript into a different language for review, analysis, or coaching purposes.
Auto Summary
Expertflow AI Assistance generates an automatic summary of the interaction, which is attached to the interaction history and can also be used by the agent as Notes. These notes can be shared with other agents during the transfer and conference, or can also be used to expedite the wrap-up, hence reducing average handle time.
Expertflow offers an AI-generated summary of the interactions across any channel with the following benefits:
Reduce ACW (After Call Work):
By automatically capturing all key interaction points within the Notes field, the auto-summary enables agents to submit notes instantly or refine them quickly before finalizing.
Reduce AHT (Average Handle Time)
During the transfer or conference, an auto-summary gives the next agent immediate context, which:
Eliminates the need for a hold-time to explain context to the other agent.
Prevents the customer from having to repeat themselves.
Enables the agent to understand the full context instantly, without on-the-fly memorization.
Quick Contextual insight
Summaries are stored in the interaction history, allowing agents to grasp the customer's history at a glance without searching through full transcripts. Additionally, when a new interaction from the same customer arrives, this summary can automatically pop up on the agent's desktop.