Agent CoPilot
LinkLive includes numerous features as part of Agent Copilot to assist agents in providing a better client experience, while simultaneously improving productivity and reducing cycle times.
Recommended Responses: Leverage generative AI to provide the best response to an incoming consumer question. These responses are contextually accurate and based on your knowledge base content. Agents can send the recommended response in one click, or edit the response before sending. Agent CoPilot can be configured to either create these recommended responses every time a consumer sends a message or on-demand when agents need help with a recommendation. The key goal is to empower agents with timely and adequate responses to prevent inaccurate responses and speed up the average handle time of the conversation.
Key Conversation Highlights Generate a list of key points mentioned by a consumer during the conversation, relieving agents of the need to take notes during a conversation. These key highlights make it easy for an agent to focus on the conversation, knowing Agent CoPilot will record the notes automatically and accurately.
Knowledge Base AI: Provide a read-only conversational query feature of knowledge base content for agents, to use while conversing with a consumer. This querying feature is available from the agent’s user interface, making it easy to use and get instant answers. Administrators can configure this feature to define one or more knowledge bases, accessible from Agent CoPilot, for each hunt group
Suggested Codes: In situations where LinkLive clients have flat or hierarchical codes, Agent CoPilot will index these codes, and suggest a contextual list of codes matching what has been discussed during a conversation with a consumer, resident, or patient. Agent CoPilot can consume, index, and suggest human services taxonomy codes, medical procedure codes, or any other taxonomy code base. These codes can be first loaded into a LinkLive knowledge base, which will enable Agent CoPilot to retrieve matching codes upon the agent's request.
The key goals of providing these Agent CoPilot features are:
Empowering agents with timely and adequate responses and insights thereby expediting their workflows and reducing their effort leading to higher contact center or customer service team efficiency, as well as an improved agent experience
Preventing incorrect/partial information dissemination by agents, thereby improving consumer experience and retention
Helping onboard new agents faster and retaining existing agents
Please review the following video for a brief walkthrough of these new features.