RealDialog Agent Assist helps your agents to work smarter…not harder

Overview

The Challenge

The list of contact center service inhibitors is extensive: agent turnover, ever-changing product information, limited training resources, disparate systems...it goes on.

These challenges prevent your agents from consistently delivering high-quality experiences. They need fast access to key information sources and interaction guidance. Without this, challenges will persist. Customer satisfaction levels plummet. Retention efforts are unsuccessful. Trust in your brand erodes. And the organization is exposed to greater risk.

A solution to these complex challenges has eluded even the most service-oriented companies…until now.

Empower your agents to deliver expert level service—from day one.

RealDialog Agent Assist moves companies past service-inhibitors to reach a new level of service. It gives contact centers and agents an easy-to-use tool to overcome interaction challenges. You achieve significant gains in efficiency, first contact resolution, productivity, and satisfaction.

With RealDialog Agent Assist, your agents have instant access to a “virtual expert” while serving customers. They no longer have to hunt for the precise information needed to answer questions. It’s at their fingertips.

To query the system, they simply type the customer’s question as asked over the phone; or highlight and right-click text in an email, in the case notes, or in an ePowerCenter case. Complex issues are resolved with ease through high quality, relevant responses.

RealDialog delivers a direct answer and/or points to any type of existing enterprise content relevant to enhancing the response for voice, email, and chat interactions. This could include a PDF, Word or Excel document; a PowerPoint presentation; a video; or customer data.

When RealDialog detects a troubleshooting situation, requires additional information, or needs clarification as to a customer’s needs; it guides your agent through a conversation with the customer. They are prompted with specific questions and responses to get to the core issue and its resolution.

RealDialog delivers customer-friendly, “conversational” responses that can be directly delivered via phone, email and chat. It can retrieve and incorporate user- and product-specific information from ePowerCenter, customer databases, order and warranty systems, and more to customize its responses.

The solution improves reason/issue code accuracy and initiates the appropriate actions in the CRM system to correctly categorize the customer’s issue. You can pre-link reason codes and actions to the responses within RealDialog. This automatically presents agents suggestions for replies, topics, and case/reason codes. They can be set to update the case record, reducing the amount of time needed to close a case and accelerating issue resolution. At the same time, you improve the accuracy of your reporting and gain valuable insight into customer and agent issues.

The value of RealDialog increases with use. It learns from end-user input. Extensive reporting capabilities specify where there are knowledge gaps and areas for improvement. You can quickly close the gap by adding the appropriate response. Knowledge base content can be authored by non-technical business users—including contact center agents, product managers, and marketers—end users receive the most current information available. You bypass added IT expenditures.

Capabilities

RealDialog Agent Assist's capabilities include:

• One-click access to answers — RealDialog is readily available to your agents within the ePowerCenter CRM workbench, providing them assistance and knowledgebase access during case processing simply by pointing and clicking.
• Easy-to-use natural language interfaces — Agents simply input a customer’s question, as asked in their “natural language,” and quickly receive the answer and guidance they need.
• Exceptionally accurate, specific and “customer-ready” answers—with accuracy rates of up to 99 percent — RealDialog delivers a direct text answer, a paragraph within a document, or a specific file (spreadsheet, image, sound, or video) directly to the desktop. Your agents no longer need to guess which keywords to use, drill down through pages of search results for the answer they need, or spend time formulating, entering and proofreading responses.
• Interactive dialog and problem-solving capabilities — RealDialog prompts agents with specific questions and responses to get to the heart of the customer’s issue and its resolution. Responses are contextualized based on what it learns throughout the dialog. With this capability, it effectively guides agents through complex interactions and troubleshooting sessions.
• Multichannel support — RealDialog Agent Assist supports phone, email and chat interactions through a single knowledgebase. It is touch-point independent, enabling you to tailor responses for each of your channels (including phone, email, Web, chat, and mobile) while maintaining all information in a single location. This leads to substantial gains in efficiency, quality and consistency
• Multimedia content delivery — RealDialog points to any type of existing enterprise content (documents, sound and video files, customer data, etc.) that supports/enhances a response when appropriate. Your voice, email, and chat interactions take on a new level of value.
• Quick and direct access to multiple data sources — Through a single user interface, it enables your agents to quickly access a wide variety of data sources inside and outside the company—such as product specifications and brochures, policies, recall documentation, catalogs, pricing and configuration systems, the company intranet and website, and more.
• Integration with ePowerCenter (or your contact center application) — RealDialog Agent Assist comes pre-integrated with our ePowerCenter solution, resulting in powerful tools, assistance and automation to expedite case processing, rapid issue resolution, and improved reporting accuracy. RealDialog Agent Assist integrates with other CRM or customer service systems as well. We can assist you in developing a solution to meet your specific needs.
• Customer-specific responses and answers — RealDialog retrieves and incorporates user- and product-specific information (from ePowerCenter, customer databases, loyalty and membership systems, order and warranty systems, reservation systems, and more) into the responses it delivers to your agents.
• Differentiated responses by brand, product line and user type — RealDialog’s responses can be “tuned’ to deliver differentiated responses by brand and user type (customer, employee, partner, etc.).
• Targeted offers and up-sell/cross-sell support — Leveraging details gathered like the reason for the customer’s inquiry, their contact information, data stored in the CRM database, and more; RealDialog produces a context-sensitive script. Agents are automatically prepared to deliver a compelling offer for the right products, packages, or services—at the right time. Companies can expect to benefit from an up-sell or add-on sales improvement of 25 to 50 percent.
• Seamless escalation between self-service and agent-assisted channels — RealDialog can escalate the entire transcript of a self-service interaction to a live agent for assistance via phone, email, or chat. The agent picks up exactly where self-service left off.
• Reporting for targeted and continuous improvement — RealDialog’s reporting capabilities identify questions that were not properly answered. This guides your administrators in authoring the specific, needed content. Non-technical users can make knowledge base improvements quickly and easily, ensuring the answer will be there the next time the question surfaces.
• Actionable “voice of the customer” insight and system performance reporting — RealDialog analyzes and organizes thousands of user questions. Valuable insights are shared in the contact center and across the enterprise. Your organization secures an accurate view into customers’ needs and system effectiveness.
• Agent performance reporting — Our solution tracks and analyzes agent questions by channel. Supervisors can see the exact questions agents are asking to provide insight into agent performance, fill gaps in their knowledgebase, and identify areas for improvement.
• Numerous capabilities and benefits through the RealDialog solution — RealDialog is at the core of the RealDialog Agent Assist solution. The solution provides the knowledge engine behind multiple channels and applications in the contact center, on the Web, and in the field.

Benefits

Jan Tarnowski, System Administrator at Darden Restaurants, discusses benefits of RealDialog at the Astute Solutions Customer Conference

RealDialog Agent Assist brings numerous benefits, including:

• Improves customer satisfaction and retention through higher-quality responses, faster issue resolution and more positive interaction experiences across all channels.
• Cuts handling time and hold times by up to 33 percent. Depending on the volume and types of calls you handle, you can save hundreds of thousands of dollars in labor costs each year.
• Improves first contact resolution while reducing transfers and escalations.
• Enhances interaction quality across channels: pre-approved responses improve accuracy and consistency.
• Increases agent productivity and satisfaction by enabling agents to perform like "experts,” regardless of experience level.
• Frees-up agent time to better address complicated problems and/or focus on enhancing the customer’s experience.
• Reduces agent turnover in line with increased satisfaction.
• Improves contact center operations by helping agents: quickly deliver quality responses; eliminate miscoded calls; reducing errors; drive workflow; and improve service efficiency.
• Increases agility through rapid information dissemination and updates across users and channels.
• Minimizes agent ramp-up time and training costs, and improves training programs by identifying specific knowledge gaps.
• Optimizes labor resources by enabling agents to easily support a wide variety of products and brands.
• Reduces the overall cost of supporting customers, while reducing the call center’s workload.
• Improves revenue generation in the contact center by assisting agents in cross-selling and add-on sales, and by providing insights into customer needs, feedback and sentiments.
• Reduces risks and liabilities due to inaccurate or faulty information.
• Increases responsiveness by providing greater visibility into emerging problems, trends and opportunities.