The Speakeasy AI solution prompts the call center agent with suggestions and answers.

Speakeasy AI can now listen in real-time to customer and live agent conversations and provide the agent with in-call suggestions, answers, and the next best actions. (Benzinga)

Live AI to improve customer interactions

The company said in a statement that its augmented AI for Life agents would improve both agent and customer experiences.

The latest release from the company will work within the Speakeasy AI solution and includes Amplify™ customer journey reporting, Sky™ voice bot, and Nerv™, Speakeasy AI’s custom voice neural net.

Its advantages include:

• improve average handle time
• reduce transfer rates
• improve first call resolution rates
• reduced training time for agents
• automated work process flows
• post-call wrapup notes
• agents can make suggestions and annotations to the AI suggestions
• these are included as enhanced improvements in the next update cycle
• therefore, easier improvement to self-service content for future interactions
• circumvents the traditional obstacles of voice recognition during live agent interactions

“Our agent assist extension focuses on actionable intent recognition from voice to reduce handle times, improve entity extraction during flows, and trigger third party queries to account for necessary data and context,” said CTO, Moshe Villaizan. “In addition to returning intelligent suggestions, our tool automates live operational use cases and post-call wrap-up processes.”

“Call center managers and agents have been looking for a viable, intuitive and customizable agent assistant tool in voice for some time,” said CEO, Frank Schneider, “Moshe and our team have created a live agent tool that truly launches voice agent assistance into the realm of what practitioners have always dreamt.”

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