The new features are called the Agent Empowerment suite designed to make call center supervisors, managers, and agents more productive by providing them with tools that lead directly to a better customer experience. Improving the customer experience has been one of the most important initiatives for call centers, since the customer experience is now the most important characteristic of the brand, and many customer interactions begin in the call center.
This version of Enable Agent includes the following capabilities:
- Dialpad Ai Agent Assistant It uses a combination of AI and productivity tools to make it easier for agents to have more productive conversations. Although Ai Agent Assist is positioned as a single tool, it consists of several functions, including knowledge ingestion, AI-powered shortcuts for answers, smart texts, workflows, and automation tools. A good way to think of Ai Agent Assist is that it turns agents into super agents by ensuring they always have the right information in front of them. Agents typically need to spend time sifting through knowledge bases and acting as an integration point for multiple systems. This leads to long waiting times that we don’t all like about call center calls. Dialpad provides some quantifiable data to customers who use this feature. Some of the notable features include a 99% rate of successful responses to customer inquiries, 66% average call handling time, and a 40% reduction in the time it takes new agents on board.
- Dialpad Ai QA scorecards Enable moderators and administrators to classify and share calls with agents in real time. An agent can use the information to improve performance, which has a clear component to improving customer experience but also helps with compliance and quality assurance. With the upcoming release, Dialpad will automate and pre-populate scorecard statements and behaviors to speed up call reviews.
These types of tools are important today as companies run call centers in mixed mode. Three-quarters of call center managers I interviewed recently told me they would keep agents in hybrid mode indefinitely. By allowing agents to work from home, companies can access talent beyond the driving distance to the call center and can adapt transformations around people’s lifestyles.
For example, a stay-at-home parent can work while their child is in school. I recently spoke to a large insurer who told me that they are actively poaching top agents from their competitors because they are no longer bound by physical geography which creates the competitive dynamics of call centers.
There is also a huge range of call center talent available. Historical volatility rates for call center agents are in the 30% range. Over the past year, companies have reported that agent swells have more than doubled the number of talent.
Companies have the opportunity to raise talent, but agents like to work for companies they know will succeed. Companies that hire new agents, but give those people old tools, are likely to see a higher rate of growth than those with newer tools, such as Dialpad AI capabilities. This is because it puts the agent at risk that customers will be unhappy with their frustration.
Scorecards address an issue that has become prevalent in the era of hybrid work: managing remote agents. With legacy call centers, the supervisor can walk around the room and listen to the calls that are drifting and then jump on the call to listen and then train the agent afterwards. With working from home, this is clearly not possible.
Every call center I spoke to about hybrid working told me that they need better tools for supervisors because management today is much different than it was two years ago. I would argue that AI-based tools provide superior management, even for office agents, since the admin can’t listen to every call but the AI engine can.
For Dialpad, these features are part of the broader AI journey. Earlier this year, A . was introducedI CSAT, resulting in customer satisfaction with every call. Most call center vendors have chosen to partner with third-party AI companies that provide conversational AI, analytics, or other capabilities in the field. Dialpad bucked this trend and built AI capabilities in-house using talent that came through acquisitions like Kare and Koopid. This gives Dialpad more control over the release of features, roadmap, and integrations versus having to pool capabilities across partnerships.
Zeus Kravala is a Principal Analyst at ZK Research, a division of Kerravala Consulting. This article was written for SiliconANGLE.