AI assistant

The AI assistant for supervisors helps them to manage their teams more efficiently, and to provide agents with support when needed. The capabilities of the AI assistant include:

High escalation load

• Notifications are sent to supervisors to alert them when an agent has a high escalation load. This allows them to take appropriate actions to manage the workload.

  • Supervisors will be alerted when an agent accumulates multiple chats with a negative sentiment in a short time.

  • Supervisors can be provided with a quick summary and suggested next steps to help guide agents to a resolution.

Issue summary

• Supervisors can view a summary of the issues faced by agents, including the number of escalated chats and suggested actions. This helps in understanding the challenges and providing targeted support.

Stress detection

• The stress detection feature includes configurable alerts, allowing supervisors to set thresholds for notifications based on the number of escalated chats. This ensures that supervisors are informed about critical situations.

To learn more about the AI assistant for agents, see this article.