In business and tech circles, it’s not uncommon to hear the phrase “data is the new oil.” The concept posits that data, like oil, only becomes valuable once made useful (or “refined”) for business purposes. This is true for contact centers as well, as they seek to provide useful, real-time data to agents that improves productivity and delivers accurate, rapid responses to customers.

With an ever-increasing amount of data flowing into contact centers, a new partnership between Invoca and Five9 aims to take advantage of contextual customer data making it valuable to agents at the right time. Known as “PreSense,” the customized solution presents agents real-time caller context data, including pre-populated digital data such as search keywords, products views, web pages, and shopping cart items, all gathered prior to answering the call. This data is rendered on agent desktops and enables agents to quickly understand the reason for the call and tailor the conversation based on personalized context. In practice, this will help agents increase conversion rates, reduce agent handling times, and improve customer satisfaction.

More and more, customer journeys start with digital-first interactions — such as keyword search, mobile app or website visits, or social media engagements — leaving a dwindling percentage of customers calling directly into the contact center to resolve their issues. These pre-call, digital breadcrumbs are the foundation for Conversational Intelligence and afford organizations the opportunity to develop innovative approaches to better, more successful customer experiences.

According to announcements from Invoca and Five9, PreSense, as a tool and resource for contact center agents, can improve call routing and tracking and enable customers to be connected directly to skilled agents. Additionally, self-service automation and virtual agents can be best utilized for routine transactions allowing agents to focus on more complex, more involved customer calls.

AI for Agent Assistance
Indeed agent assistance is becoming a very big deal with high hopes that real-time data, conversational AI, and large language models (LLMs) enable easy access to knowledge articles, offer next best actions, train bots, and streamline call summarization. We’ve already seen Microsoft CoPilot touted as a “24-hour assistant” always there to answer questions, make suggestions and draft responses for the agent to review and the explosion of Generative AI into the contact center.

With so much data flowing onto agent desktops, contact centers run the risk of overwhelming agents with too much information. Still, it’s solutions like PreSense that focus on exposing the right data at the right time that underscore the value of such tools beyond customer support by generating revenue, closing sales deals, and optimizing marketing campaigns. The partnership with Five9 is just the start for PreSense, says Invoca, emphasizing that their solution is agnostic to any CCaaS provider and that we can expect a broader rollout later this year.

Categories: Conversational Intelligence, Intelligent Assistants, Articles

Tags: AI