Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive and Help them Act with Empathy
04 Oktober 2022 - 2:30PM
Business Wire
Real-Time Agent Assist uses AI and Machine
Learning to analyze customer needs and emotions, then deliver
real-time coaching so contact center agents can take the best next
step for customers
Automated Call Summaries eliminate manual work
for contact center agents by instantly creating a comprehensive
summary after each customer call
Poor customer service is the number one reason
customers switch brands, yet 38% of contact center agents don’t
feel they’re set up for success, according to Qualtrics
research
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today announced new real-time contact center
innovations to make agents more productive and deliver customer
support with empathy. Automated Call Summaries and Real-Time Agent
Assist automate post-call work and help contact center agents
respond with empathy and speed. These solutions boost agent
effectiveness and engagement, while improving customer satisfaction
and lowering costs, by using Qualtrics’ industry-leading natural
language understanding and machine learning capabilities to
identify sentiment, reasons for calls, common issue resolutions,
compliance risks, and more.
Contact center agents are on the front lines addressing customer
issues and remedying customer pain points, yet agent burnout and
attrition are rising while the ongoing labor shortage increases the
cost of recruiting and training agents. More than one-third (38%)
of contact center agents don’t feel they’re set up for success and
only 54% of agents believe their leadership invests in their team,
according to Qualtrics research.
“For many companies, addressing feedback after a customer has
had a poor experience is not enough to salvage the relationship.
Organizations need to guide and orchestrate experiences in real
time and that starts on the front line,” said Brad Anderson,
Qualtrics’ president of products and engineering. “These new
contact center solutions save agents time and arm them with the
information and coaching they need to deliver more efficient and
empathetic customer service.”
Real-Time Agent Assist
Qualtrics' Real-Time Agent Assist coaches contact center agents
live, during a call with a customer, using AI to analyze the
conversation and develop real-time, informed recommendations.
Conventional agent assist solutions rely only on call metadata and
keywords or phrases. Qualtrics natural language understanding and
machine learning capabilities, powered by XM Discover, listen to
contact center conversations and automatically identify a
customer's sentiment and the reasons for their call. Qualtrics
brings that data together with the customer's past interactions, as
well as insights from millions of other interactions customers have
had with the brand across all channels, to intelligently diagnose
the caller's individual needs and desires and make recommendations
specific to each business.
Based on the analysis, Real-Time Agent Assist prompts the agent
with brand-specific suggestions, personalized experiences and
offers, relevant knowledge base articles, and related answers,
helping the agent focus on listening to the customer and reducing
the time it takes for an agent to resolve each customer’s
issue.
Real-Time Agent Assist can also recognize when it’s appropriate
to deliver in-call reminders to the agent, such as when they may be
going off-script or out of compliance, when they should show more
empathy for the customer, or when to offer a discount to an unhappy
customer. This allows contact center teams to improve every
customer interaction while increasing agent empowerment and
reducing employee attrition.
Automated Call Summaries
When contact center agents have to spend precious time on
tedious, manual work like writing up a call summary or logging
follow-up actions after each and every call, it drives up call wait
times and adds hours of additional expenses to the business.
Post-call work contributes to agent burnout and already one in five
(20%) think about quitting every week, according to Qualtrics
research.
Automated Call Summaries deliver instant, accurate automated
call recaps that include all relevant details discussed during the
call, including why the customer called, how the call went, whether
the issue was resolved, how much effort was needed to reach that
resolution, and what steps still need to be taken. Qualtrics
preview customers have found that their Automated Call Summaries
were more accurate than previous manual entries, which often lacked
important details. Following a call, agents can simply review the
automated summaries and add additional context as needed.
Automated Call Summaries easily integrate with an organization's
CRM system to give organizations a single source of truth for all
customer records and a comprehensive history of the customer
experience. This record can be referenced if a compliance issue
arises and reduce the need for repeat callers to have to spend time
explaining their service needs multiple times, making for a
smoother experience for both customers and agents.
Availability
Qualtrics Real-Time Agent Assist and Automated Call Summaries
are available in private beta today.
About Qualtrics
Qualtrics, the leader and creator of the Experience Management
category, is changing the way organizations manage and improve the
four core experiences of business—customer, employee, product and
brand. Over 16,750 organizations around the world use Qualtrics to
listen, understand and take action on experience data (X-data™)—the
beliefs, emotions and intentions that tell you why things are
happening, and what to do about it. The Qualtrics XM Platform™ is a
system of action that helps businesses attract customers who stay
longer and buy more, engage employees who build a positive culture,
develop breakthrough products people love and build a brand people
are passionate about. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20221004005258/en/
Tyler Petersen, Press@qualtrics.com
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