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CSR CoPilot
Real-time support to boost agent productivity and enhance service quality
Omilia’s CSR CoPilot, part of the comprehensive Self-Learning Agentic CX Platform, gives agents helpful support while they serve customers. This helps them meet requests quickly and effectively. As a result, customer satisfaction and agent morale improve.
The Self-Learning Agentic CX Platform identifies and resolves customer friction points, reducing effort and frustration for agents. AI-powered sentiment analysis personalizes conversations with empathetic responses, while real-world insights continuously refine the CSR CoPilot to better support agents. Detecting churn risks early, it helps agents proactively retain customers and improve satisfaction.
Easy Access to Knowledge
Reduce the time it takes agents to find information. CSR CoPilot pulls helpful content from a knowledge base during customer interactions, advising agents so they can quickly and efficiently provide high-quality support.
Empathetic Engagement
Analyze how customers and agents feel in real-time. Set up alerts and trigger actions when needed and escalate issues to supervisors if necessary. This helps agents handle problems well and makes customers feel understood.
Real-time Action Suggestion
Equip agents with suggested actions in real time so they always know the appropriate next steps and follow the right script. Agents can also request CSR CoPilot assistance to complete repetitive or time-consuming tasks, so they can focus on providing hands-on service.
High agent churn rates in contact centers remain a pervasive issue, imposing financial strain and operational disruption. CSR CoPilot helps organizations implement strategies to retain talented agents and maintain high-quality customer service.
Reduce Time-Consuming Manual Work
Automated call transcription and summarization take tedious tasks off agents’ plates, allowing them to speak to more customers. Transcripts are saved in the CRM for analysis, enabling agents to expertly resolve issues and improve satisfaction.
Understand Your Customer Needs
CSR CoPilot provides analytics of both agent and AI agent calls, delivering insights into customer needs. Track metrics like script adherence, call duration, and cost per call - all within your contact center platform - to identify opportunities to automate more and improve customer experience.
Reduce Fraud Risk
Reduce the risk of fraud by equipping agents with anti-fraud tools: voice biometrics, behavioral biometrics, and real-time fraud detection.
