A frustrated customer calls a contact center to report a problem with their internet service. As the customer expresses their problem, the agent receives real-time guidance that suggests steps the agent should try or recommend a product or service that addresses this specific customer's issue. The conversation nears its end, and the customer is pleased and leaves the call in a happier mood.
That is a small example of what a conversation analytics solution is in action, as it uses natural language processing (NLP) and machine learning (ML) to analyze the conversation in real-time, identifying the topic of the conversation and the sentiment of the customer.
Real-time conversation analytics solutions are helpful for agents, as they provide the information and guidance needed to improve their performance and deliver better customer service.
But like with any solution, real-time conversation analytics solutions are not effective if they are poorly implemented or not used correctly at all. They can be distracting to agents. For example, if the solution provides too many alerts or notifications, it becomes overwhelming and distracting for the agent, making it harder for them to focus on the conversation.
Tethr, a cloud-based conversation intelligence platform, is looking to change that with a focus on creating a real-time capability that helps agents instead of distracting or frustrating them. Companies traditionally used Tethr to gather intelligence about their contact center performance, sales and customer experience, especially about sources of friction that customers face when contacting them.
Now, companies can use Tethr to better benefit contact center agents with compliance checklists, next-best-action recommendations triggered by moments in the conversation, and AI-generated summaries after completed conversations with Tethr Live.
Tethr Live is an innovative tool for analyzing real-time conversations. It provides valuable insights from the Tethr platform to customer interactions in progress, using agent assist prompts to guide contact center representatives towards swift and efficient resolutions.
In addition, Tethr Live can activate relevant knowledge base articles and other useful documentation during the conversation, based on the conversation's context.
All of this happens in real-time, allowing contact center supervisors to track their team's call transcripts and customize the types of events they wish to receive immediate alerts about. This enables them to seize coaching opportunities as they happen.
"We designed Tethr Live with a singular goal: Make customer and agent experiences as seamless and effortless as possible. We didn't want to add more noise to an already overwhelming job," said Tethr CEO Robert Beasley. "Tethr Live provides agents with real-time analytics that can help them navigate the complexities of customer conversations with ease."
With Tethr Live, contact center agents get the information they need without distraction from the barrage of prompts and alerts.
Edited by Alex Passett