Agent Assistance
Expertflow offers three solutions:
Agent AI Assist
Expertflow Agent Assist solution integrates any bot solution to:
send suggestions to the agent based on the conversation
provides translation to the agent in any language in text form
provides conversation transcriptions
All the data can be stored as Conversation Data.
Hybrid Chat
Expertflow Hybrid Chat solution automates agent assistance in EFCX by:
having a chatbot participate in conference mode in a chat conversation between the customer and the agent
send suggestions to the agent
auto-answer to the customer after a timeout based on the confidence score.
Autocomplete Text
chat and email
Moderating chats and emails
Auto wrap-up codes
Agent Guidance Tool
Agent Guidance Tool is displayed within Agent Desktop:
to capture the customer's response to some survey
to provide a Form based call script to guide agents
integrated with third-party knowledgebase so that the agent can search the relevant information
Agent Whisper
(Only supported with Cisco Contact Center)