Customer experience solutions provider Startek has launched a modular platform, Startek Agent AI, which brings together three AI-powered solutions (Startek Coach, Startek Gamification and Startek Knowledge Management) to boost employee experiences and drive customer satisfaction levels.
The AI-powered solutions will work together to provide support to 43,000 CX experts globally. They will empower them with smart tools to onboard quickly, upskill more efficiently and reduce manual tasks.
The offering can be deployed as a single solution or individual modules.
“Our Future of Work strategy prioritizes the innovative use of technology to reduce agent effort and enable our teams to deliver world-class CX whether in brick-and-mortar or remote roles. Startek Agent AI is the next step in the deployment of this strategy,” said Abhi Jain, Chief Digital Officer.
With Startek Coach, contact centers get on-demand training capabilities that simulate real-life customer interactions on live chat and voice. During these training agents can perfect their skills without risking the experience of actual customers while they build their support skills.
Startek Gamification uses real-time performance information to encourage agents to engage with potential customers and drive desired behaviors by presenting real-time performance details and other metrics. This helps to improve customer satisfaction rates as well as first contact resolution and average call handle times.
Startek Knowledge Management is the main hub where agents can access the most current information about customers. It utilizes cognitive algorithms and helps agents to deliver faster, more consistent resolutions.
“At the forefront of contact center technology, our pilot programs demonstrate that employing technology to improve the agent experience is a win-win-win solution, delivering measurable benefits for our clients and their customers as well as our people,” said Jain.
Edited by Greg Tavarez