According to a recent press release, “Sutherland, the digital transformation company, announced today a strategic partnership with Augment CXM, the provider of AI-powered management tools for contact centers, to deliver Sutherland CXi, an AI-driven solution that can observe patterns, predict outcomes and provide real-time guidance to enhance customer–agent interactions. With the partnership, Sutherland will be providing its global customers with a layer of AI and machine learning capability that will drastically impact experiences for customers, customer service (CS) agents and operations managers. Under the joint solution, the application scans in real-time every agent–customer interaction across channels and predicts which interactions have the probability of leading to negative outcomes. In addition, it provides learnings from similar interactions and feeds tips and insights so the agent can select the best possible path for the customer and the client.”
Philip Say, VP of Product and GM for Sutherland AI Solutions, noted, “Unlike today’s slow, cumbersome ‘rear-view’ and ‘random sampling’ method of coaching agents and measuring customer feedback, Sutherland CXi will provide operations teams and our customers a real-time view of NPS drivers. It will help agents train faster and improve the ability for managers to use objective data to coach teams or isolate contact drivers… Augment gives our floor managers the ability to coach agents through difficult interactions in real-time and for rookie agents to become veterans in days vs. months – since they are now empowered with all the historical data, outcomes and interactions from past agents.”
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