How AI helps contact center agents handle email, chat and SMS
AI sorts incoming messages so agents do not answer the same issue twice. Urgent complaints go straight to a person, so customers get help sooner.
HMO members write in by email, chat and SMS, often about the same issue on more than one channel. For each message, an agent checks the member roster, the contact history and the service-level rules. Urgent complaints can wait in the queue, and the same issue gets worked twice.
Sample data. Numbers are AgentConnect estimates.
In this video, AgentConnect by LYRIQ runs all three checks and skips anything already handled on another channel. Then it sorts each message: complaint, urgent complaint, general query or downgrade request. Urgent complaints go straight to a person. General queries are logged and closed.
The result: about 1.2 minutes per message instead of 42, and urgent cases reach a person first.
See more at lyriq.ai. You can also read about LYRIQ on BPOAI.ai.
Related reading: Alin Roșca Wants Every Customer Conversation Heard · Pinky Redoble Wants AI to Make Service More Human · We Are Not a BPO. That’s Why We Need One