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A New Kind of Human Talent for Customer Engagement: Digital Agents
Our digital agents are expert in providing service in digital channels such as chat, mobile, and social media. They can nimbly jump in to help customers regardless of where they are in their online journeys. Digital Agents relish the idea that the assistance they provide to consumers is based on context, continuity, resolution, and outcomes.
Today s customers expect smarter, on-demand engagement that simplifies their journeys, especially when they cross channels or devices to complete a task. Co. orchestrates these customer experiences, and the context most relevant to them, within and across channels and devices.
Today s agents require digital skillsets and an outcome-oriented focus on helping the customer complete their journey.
Situationally Aware
Although they come into the customer journey midstream, agents quickly assess where customers are and pick up where the customer left off.
Enabled by Prediction
Real-time intent prediction signals are conveyed to the agent so they know where customers have been and what they want to accomplish throughout the journey.
Empowered by Omnichannel Technology
Agents can move from one channel to the next seamlessly and combine channels in ways that uniquely impact effectiveness, efficiency, and experience in the customer journey.
Armed with Insights
Data analysis provides deep insights into customer journeys, which improves performance across KPIs and provides upstream value to the enterprise.
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