Breadcrumbs

AI & Self-Service

Deliver autonomous customer self-service across voice and digital channels while empowering agents with live transcription, real-time translation, and knowledge guidance.

Why AI for CX: Outcomes that matter

  • Deflect routine volume with natural, conversational self-service on chat, messaging, and voice—without dead ends.

  • Accelerate handle time: live transcripts, suggested answers, and mini-summaries reduce on-hold and wrap-up effort.

  • Boost CSAT with accurate answers, consistent tone, and seamless bot-to-human handover that preserves context.

  • Open, flexible AI: bring your preferred ASR/TTS/LLMs and switch as technology evolves—no lock-in.

Core Capabilities at a Glance

Capability

What it does

Key benefits

Conversational Self-Service (Voice & Digital)

Hybrid bots across web chat, WhatsApp and other messengers, and telephony IVR. Low-code flow design, handover to agents with full context, and guardrails.

Contain routine contacts, 24/7 availability, faster resolutions, lower cost per interaction.

Agent Assist (Transcription, Translation, Suggestions)

Live call/chat transcription, real-time language translation, suggested replies, and knowledge snippets within Agent Desk.

Shorter AHT, higher first-contact resolution, consistent answers, inclusive multilingual service.

Knowledge Integration & Retrieval (RAG)

Connect to KBs/CRMs and unstructured content; ground answers in your sources with citations and policies.

Trustworthy, compliant responses; faster onboarding; fewer escalations.

Architecture Overview

Expertflow CX unifies channels, routing, and AI under one platform. You can run scripted and generative bots side-by-side, plug in your preferred ASR/TTS/LLM providers, and keep human-in-the-loop via seamless handover to agents. Context and history are preserved across bot and human steps for consistent experiences.

Bring Your Own AI (BYO-AI) connectors let you choose commercial or open-source engines. Swap or mix providers per use case without re-architecting.

Customer Self-Service

Where it runs

  • Web & Mobile: Embedded Customer Widget with chat, optional voice/video escalation.

  • Messaging & Social: WhatsApp, Facebook, Telegram, and more through unified channel adapters.

  • Telephony: Conversational IVR with voice stream forking to AI for ASR/TTS and intent.

How it works

  1. Intent understanding: Customers speak or type naturally; bots detect intent and entities.

  2. Grounded answers: The bot consults your KB/CRM via retrieval-augmented generation with policy guardrails.

  3. Workflow automation: Forms, updates, bookings, and status checks executed via integrations.

  4. Handover with context: If needed, escalate to an agent with history, intent, and captured data intact.

Designing experiences

  • Conversation Studio: Low-code flows combine scripted steps with LLM-based steps for safe, on-brand interactions.

  • Guardrails & Safety: Define bot policies, escalation rules, secure data handling, and content filters.

Best practice: Start with 3–5 high-volume intents (e.g., order status, password reset) and expand iteratively with analytics feedback.

Agent Assistance

Agent Assist augments every live interaction by listening, understanding, and suggesting the next best action—without disrupting agent workflows.

  • Real-time transcription: Accurate, punctuated transcripts for calls and chats; instant scrollback for supervisors if enabled.

  • Live translation: Break language barriers with bi-directional translation of customer and agent messages or transcribed audio.

  • Knowledge suggestions: Contextual snippets and citations pulled from approved sources; one-click insert into the response.

  • Auto-summaries & wrap-up: Generate concise outcomes, next steps, and suggested dispositions to reduce after-call work.

Integration & Extensibility

  • Contact Center & Telephony: Integrate with existing platforms (e.g., Cisco) while adding AI and digital channels.

  • Enterprise Apps: CRM, ticketing, order systems for read/write workflows and personalization.

  • AI Engines: Pluggable ASR/TTS and LLMs; choose cloud or on-prem per compliance needs.

Security, Compliance, and Governance

  • Data residency: Run full cloud, on-prem, or hybrid; keep sensitive data in-region if required.

  • Policy controls: Bot safety rules, PII redaction, content filtering, and audit trails across channels.

  • Access & isolation: Multi-tenant logical isolation with role-based access controls and segregation of data.

Getting Started

  1. Prioritize use cases: Pick 2–3 intents for self-service and 1–2 Agent Assist features for a pilot (e.g., transcription + KB suggestions).

  2. Select AI engines: Decide ASR/TTS/LLMs per language, latency, and cost; confirm data residency constraints.

  3. Integrate sources: Connect to your KB/CRM; tag authoritative content; define bot guardrails and escalation policies.

  4. Measure & iterate: Track containment, AHT, CSAT, and agent adoption; refine prompts, flows, and policies.

FAQ

Can we keep our current Cisco contact center and still use Expertflow CX AI?

Yes. Expertflow CX integrates with Cisco platforms, adding AI self-service and Agent Assist without disrupting proven telephony and routing investments.

Do we have to choose a single AI provider?

No. With BYO-AI you can mix and match ASR/TTS/LLMs, switch providers per use case, and evolve your stack over time.

How do you ensure safe, compliant AI responses?

We ground answers in approved sources, apply bot policies and PII redaction, log decisions, and enforce escalation rules for sensitive intents.

What languages are supported?

Languages depend on selected ASR/TTS/LLMs. Agent Assist includes real-time translation to serve multilingual customers and agents.