Automating processes or parts of processes can significantly help customer service employees. Real Time Interaction Management can do even more. It also helps agents during the customer interaction itself through digital robots. These robots are like digital assistants. They handle structured tasks for the employee and help them during the customer intereaction.
Amongst other things they can:
- Pull relevant information from different systems and present them in a clear manner
- Give next-best-action recommendations during the interaction
- Give sales pointers
- Automatically calculate rates, compare prices and much mire
- Handle post-processing
- Log data changes in all applications
With Real Time Interaction Management, contact center agents have all necessary information about customers, products and processes at all times, helping them provide the best possible service.
Would you like to find out more about how RTIM is used in customer service? Contact us or take a look at our overview: