AI Coach for Customer Service Workers
DigitalMara developed AI Coach, an advanced sales team tool that simplifies live chat with customers. It generates AI driven proactive next-best-response suggestions to live agents based on previous conversations.
About the client
Client company wanted to improve efficiency of sales agents and increase customer satisfaction. Among KPIs they wanted to enhance were handle time, response time and quantity of customer engagements.
AI driven Coach for customer service workers has many advantages in solving such tasks. Program accumulated the most common customer doubts and concerns, so sales agents can easily choose the best answer among appropriate suggestions. Top suggestions are determined using a Machine Learning based Prediction model tuned with the groups top agent’s previous conversations.
Approach
Since the client already had a working sales model, we had to properly understand and contextualize it before building an AI Coach for customer service workers that would easily integrate with sales team workflow. Our project manager began by interviewing the client’s sales managers and agents to draft an early concept of the prospective product. Once it was approved, we put together a dedicated team.
The client expressed some initial concerns about the time difference between our offices. However, we acclimated to their business hours so seamlessly that this was quickly forgotten. Our team regularly touched base with the client using daily stand-ups and weekly reports — the key practices of Scrum development. The project took nearby 5 months and involved a team of 6 experienced developers.
Key features
- Customer query message is a trigger for AI Coach
- Top suggestions function generates best answers among script options.
- Filter as I type function allows sale agent take a time and look through available options to choose appropriate answer. If necessary, it can be disabled.
- Editing. Sales agent has ability to edit the text before sending it.
- Previous top suggestions function gives agent opportunity to check all previous suggestions by clicking on a customer query.
Results
DigitalMara developed AI Coach, an advanced sales team tool that simplifies live chat with customers. It generates AI driven proactive next-best-response suggestions to live agents based on previous conversations.
- Comparing efficiency of enabled and disabled agents over a 3-month time period client figured out strong improvement in KPIs due to using AI Coach for customer service workers.
- The tool helped to reduce training and ramp up time, as well as response and handle times. This led to enhancement of customer satisfaction and improvement of conversion rates.
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