Zenarate AI Coach Aims To Boost Agent Performance

Contact centers in every industry are using digital technology to make life easier for both customers and employees. Automation has been a godsend for productivity, allowing customers to interact with chatbots or virtual assistants to accomplish minor tasks. Self service capabilities are allowing customers to move at their own pace, enabling users to complete their own tasks and answer their own questions. It seems with so many integrations being added to support contact centers, businesses are less focused on making human agents more skilled.

Customer experience solution company Zenarate is on a mission to change this with the help of AI Coach, Zenarate’s contact center solution specifically designed to help build skills for customer-facing employees. With AI Coach, new and existing contact center agents can receive real-time feedback during calls with customers to instantly improve service quality. Agents can also participate in conversation simulations with the support of NLP-enhance training programs, allowing them to prepare for any type of customer conversation in the future.

Additionally, call center employees will receive a simulation score after using AI Coach, so managers can easily assess how well agents are performing. According to sources with Zenarate, contact center employees utilizing AI Coach can boost CSAT scores by an average of 33%. At the same time, managers benefit from an average 32% turnover rate drop due to employees being more comfortable in their roles.

"AI Coach is the first human-centered AI solution focused on helping people perform their best through conversation simulation versus replacing their role," said Brian Tuite, founder of Zenarate. "Customer-facing jobs are only getting more challenging with automation leaving agents with the toughest problems to solve.  While many software companies are focused on automating customer conversations with chatbots, we are focused on helping agents solve complex problems and deliver superior customer experiences."

Edited by Luke Bellos