Let agent activity show you where automation can have the most impact
You know that some of your customer needs could be better served with automation. But, how do you determine what intents are best to automate? And, how do you build the right flows?
Engage the power of our AI to analyze exactly what your best agents say and do, and use that as your foundation.
Gain insight into every workflow
The key to knowing how to use automation to increase efficiency is to first understand how needs are addressed now. What words are used? What actions does the agent take? What systems do they access? Are there nuances to the customers’ intents?
JourneyInsight will map in detail how agents serve customer needs in each situation. Then we analyze that activity to identify bottlenecks, inefficiencies, and patterns to inform automation. In addition to enabling self-service, you can add automation within agent/customer interactions.
Understand agent workflows in detail
Identify the best opportunities for self-service
Improve overall CX throughput
Improve overall throughput