Human-in-the-Loop Agent
Expand GenerativeAgent capabilities with HILA™
Minimize transfers, increase containment, and keep customers satisfied
Unlock bigger benefits with human-AI collaboration
Safely expand automation opportunities
A human in the loop to keep conversations moving toward resolution, so you can safely automate more interactions.
Improve GenerativeAgent performance
Real-time human collaboration provides GenerativeAgent with more input to learn and improve.
Increase First Contact Resolution (FCR)
Because it can ask a human for help, GenerativeAgent minimizes transfers and maximizes resolutions.
An AI agent that knows when and how to ask a human for help
Combine the speed of AI with the nuance of human judgment for better service at scale.
Human judgment where it’s most needed
When other AI agents get stuck, they hand off the customer to a human. GenerativeAgent takes a different approach. It asks a human-in-the-loop agent for what it needs – and then continues resolving the customer’s issue on its own.
Intuitive agent experiences
GenerativeAgent enables the human-in-the-loop agent with user-friendly tools in an intuitive interface.
When GenerativeAgent consults a human, it provides context and conversation history.
Human agents interact with GenerativeAgent through their existing agent desk for a familiar experience.
Flexible configuration options
You decide what GenerativeAgent should do when it hits a roadblock for each customer intent – ask a human agent for help or hand off the customer.
For some actions, like canceling service or approving a payment extension, you can require GenerativeAgent to request human approval.
Self-improving AI
Human-in-the-loop agents provide rationales for their decisions and actions, so GenerativeAgent learns from every consultation.
That automatically improves performance over time.
Real customer issues. Real solutions.
GenerativeAgent is a practical workhorse in any contact center.
Subscription management
GenerativeAgent cuts customer churn and protects revenue for businesses that rely on subscriptions.
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Retail customer loyalty
GenerativeAgent gives customers efficient service that drives repeat business and higher revenue.
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Reservations and booking
GenerativeAgent navigates complex systems and scenarios to manage customer bookings.
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