OperatorAssist

Knowledge, friendly support, and first-call resolution are the primary influencers for a positive brand experience when customers contact a business.

Xdroid’s OperatorAssist turns contact centres into an action-driven instrument, using the real-time Voice and EmotionAnalytics solutions to capture, analyse, and recommend courses of action – all done in just a fraction of a second!

Agents can be advised on meeting their compliance, tracking customer emotion, receive pop-ups with relevant information, automatically schedule a follow-up call if needed, and can wrap-up with an automatically generated call transcript.

Having this capability increases both the confidence-level and the overall call quality of agents and the AI algorithms support the engine so it can advise agents with selecting the most appropriate sales scripts or keywords – using information gathered from emotions, keywords, data from past conversations, and data from 3rd party systems (e.g., CRM) to provide personalised assistance in each call.