AI assistant

The AI assistant helps supervisors manage their teams more efficiently, and to provide them 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.

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.