To maintain an excellent experience, contact centres need to identify when a self-service engagement deviates from the norm and inject some additional intelligence into the process. Typically, this involves introducing agent assistance.
Seamlessly moving from self-service to agent-assist can be challenging. How do you know when to offer help? How do you prioritise escalations across multiple channels or during busy periods? Will the agent have full visibility of the engagement to date? What are the cost implications of systems integration? Here at Cirrus we understand that this uncertainty can introduce risk; potentially impacting on both operational performance and customer experience. That’s why we have fully integrated our conversational AI within our omni-channel platform.