One of the challenges many companies face in customer service is training agents and the difficulty of finding qualified personnel.
With the launch of Schaman's Co-Pilot, this situation changes radically. We already had automatic incident detection and resolution, which has allowed our clients to reduce their agents' training times, AHT (Average Handling Time), and FCR (First Contact Resolution). Now, Schaman also provides agent assistance through a chat feature, making it a "must-have" for any company looking to optimize customer service.
What are the key aspects of this new functionality?
- Real-time interaction detection through the integration of generative AI technologies: This functionality understands the customer's intent and proposes a resolution to the problem in real-time. By providing immediate support during interactions, it streamlines the service process and significantly improves overall efficiency.
- Static knowledge assistant: Leveraging generic knowledge bases from operations, it provides accurate and quick information to the agent, improving user satisfaction and reducing the need for manual intervention.
What are its benefits?
- Reduction in training times: Co-Pilot offers agents intuitive, real-time assistance, enabling them to handle inquiries more quickly and confidently from the very start.
- Decrease in AHT: Real-time interaction detection and the assistant's precise responses speed up the support process, reducing the time needed to resolve inquiries.
- Improvement in FCR: Thanks to automatic diagnosis and incident resolution, agents can address issues on the first contact, enhancing customer satisfaction and reducing repeated interactions.
In summary
Schaman's Co-Pilot not only transforms the approach to customer support but also improves customer interactions thanks to its three types of AI. Its implementation is not just a luxury; it's a necessity for any company looking to maximize productivity and service quality.
Schedule a no-obligation call with our team and discover our Co-Pilot console to enhance your agents' efficiency.
