Self Service AI

Chloe simulates agents to answer customer requests


AI layer to automate repetitive tasks and reduce costs



Chloe provides automated self service for different channels or can be used to assist agents via suggested replies.  She understands sentiment and intent from users, provides contextual and personalized responses, and triggers actions  on the customer’s behalf.


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Work Assignment AI

Chloe routes customers to the best agents


Provides real time customer routing to specific agents based on historical data, customer profiles, and agent attributes




Chloe’s Work Assignment AI is a machine learning recommender system driven by data analysis that improves the customer experience by choosing the agent that would best answer a specific customer’s request.  Chloe has the ability to learn and the accuracy of the routing and customer experience will continually improve over time.


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Agent Training AI

Chloe simulates customers to train agents


Designed to train employees and monitor their performance in real time to identify and improve customer service deficiencies and help businesses grow


Our AI simulates your customers

Frustrated customer with order
Angry customer asking about refund
Aggressive customer asking about service

Our AI trains your agents

Our AI provides feedback

  • Improve customer service deficiencies
  • Decrease agent training time
  • Increase sales and agent performance
  • Improve the relationship with your customers
  • Load test based on real conversations

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Data Sync AI

Chloe syncs data from one business suite to another


Designed to receive, validate, extract, autofill or input documents (pdf, invoices, purchase orders) from one source and import them into another system




For example, work orders coming in to service channel via email are uploaded and synced to Salesforce

Chloe’s AI uses machine learning and analytic tools to classify and process specific document types to capture relevant information and enter into a separate system. The documents are captured through different channels and a process flow is designed to enable automatic routing for specific destinations.


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Analytics AI

Chloe rates your performance


Machine learning algorithms trained on specific use cases to analyze and take action on language used in chats/emails/calls.




OVERALL QUALITY
Cumulative score based on analytics categories to rate overall quality of conversations.  Can use for quick overview of agent performance across all channels.

SENTIMENT
Predictive deep learning model that measures the “Happiness” of an interaction.  This pre-trained DL algorithm that can be trained jointly with client data for increased accuracy.
RESOLUTION
Measure degree to which an agent answers client questions.  Several metrics are considered, including relevance as well as completion of request.
BRAND MESSAGING
Predictive model that measures if agents represent the brand with the right message.  Able to alert to non company approved diction, syntax, content and grammar.


ANALYTICS AI MODELS

Use different algorithms to analyze the context of conversations from calls or chats
LEVEL OF LIABILITY
Trained model to notify when an agent’s message has high likelihood of liability due to profanity, taboo subjects, or inappropriate topics.  Prevents employees from getting in trouble.
INTERESTING CONVERSATIONS
Surfaces interesting conversations by determining what is “interesting”.  It is a pretrained model that provides suggestions for agents to review. Can be customized for sub topics.
SCRIPT ADHERENCE
% deviation from script along with the phrases that caused the deviation.  Track results of deviations from successful vs failed calls to determine areas of improvement

FRAUD DETECTION
Algorithm that classifies messages into safe, suspicious or fraudulent.  Able to take actions based on result to transfer suspicious calls or terminate fraudulent calls.  All customizable.

HOW IT WORKS


Step 1: Choose a Model

Eight models for real time analysis

Step 2: Choose Actions

Allow, warn, transfer, block, notify

Step 3: Choose a Channel

Chats, emails, sms or real time speech


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Real Time Speech AI

Chloe suggests answers during voice calls

 


Chloe’s Real Time Speech intercepts live calls and provides the next best action to agents





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