Tech Talks: Conversational AI platform boosts conversions by 20% with real-time agent coaching

A glowing blue robot cartoon stands out against a dark background, hovering over a smartphone screen. Two speech bubbles extend from the bot's head with ellipses indicating typing and symbolizing conversational AI.To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.

A life insurance company in the U.S. wanted to rapidly enhance their customer experience. The company – which is part of a network serving over 3 million clients – was struggling with stagnant contact center agent performance and declining sales. To engage both customers and agents, the insurer deployed an enterprise-grade conversational AI solution in our portfolio.

This artificial intelligence solution provides real-time coaching for agents. It identifies strategies employed by top performers and scales those tactics across the organization. Within 90 days of deploying the AI-powered coaching platform, the insurance company achieved a 300 percent conversion boost and 150 percent year-over-year revenue growth.

If you want to increase conversion rates while improving employee and customer experiences (EX and CX), you should consider implementing the same solution. Artificial intelligence can make a significant difference in your contact center performance and lead to higher revenue along with happier agents and more satisfied customers.

Enterprise-grade conversational AI for the contact center: Key capabilities and benefits

Many companies struggle to effectively pinpoint the techniques that make high-performing contact center agents successful and teach other agents those tactics. This enterprise-grade conversational AI platform simplifies that process.

The platform optimizes contact center performance with the following abilities and features:

  • Real-time agent coaching

  • Targeted guidance for agents in need

  • Objection handling

  • Intelligent data capturing

  • Real-time compliance

  • Continuous learning and improvement with each interaction

  • No- to low-latency

  • Comprehensive reporting

  • Seamless agent desktop integration

  • Multichannel implementation (chat and voice)

  • Inbound and outbound functionality

  • Transcription with redaction

  • Integration with Salesforce, Nuance, Genesys, and Snowflake

  • Single sign-on (SSO) enabled

Companies that leverage this AI-powered coaching platform typically see the following results within 90 days of deployment:

  • 20 percent conversion rate increase

  • 5 to 15 percent drop in average handle time

  • 10 to 20 percent decrease in transfers

  • 21 percent increase in Net Promoter Score (NPS)

  • 2 to 3 times improvement in agent speed to proficiency

  • 15 to 40 percent decrease in attrition

If you want to explore your AI options, our team of technology advisors would be happy to assist you. With over 20 years of IT industry experience, the latest market data, and detailed comparison matrices, we can quickly narrow the possibilities from dozens of suppliers to the top 3 to 5 that align with your requirements. Why spend hours trying to make sense of the complex AI solution marketplace when we’ve already done the homework for you?

Additionally, if you’re under pressure to deploy AI but aren’t sure where to start, we’re offering qualifying businesses a free AI assessment.

Begin your AI journey today by calling 877-599-3999 or emailing

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