Real-time interaction guidance - Optimize Your CX

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"How does Real-Time Interaction Guidance (RTIG) deliver value? ","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eRTIG is a solution designed to provide agents with on-the-spot sentiment analysis and real-time supervisor monitoring during customer interactions, helping them self-correct and deliver more accurate and efficient responses in real time.\u003c/p\u003e"}},{"@type":"Question","name":"What are the key benefits of using RTIG?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eBenefits include improved agent performance, increased customer satisfaction, reduced handling time, in addition to enabling supervisors to monitor agents remotely and quickly pinpoint agents in need of intervention.\u003c/p\u003e"}},{"@type":"Question","name":"How does RTIG benefit supervisors?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eLive supervisor monitoring empowers supervisors by enabling them to monitor and intervene in agent interactions in real time from any location with CXone Supervisor (a separate application). This capability allows supervisors to provide immediate support and guidance to agents, ensuring consistent service quality and rapid issue resolution. \u003c/p\u003e"}},{"@type":"Question","name":"How does RTIG leverage AI?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eReal-Time Interaction Guidance uses advanced CX AI to enhance agent performance. RTIG offers agents two types of guidance. \u003c/p\u003e\n\u003col\u003e\n \u003cli\u003eSpeech analytics: Listens for certain words or phrases during the conversation. It offers suggestions based on words that are said (or not said) during the interaction. It can listen to the agent, the contact, or both.\u003c/li\u003e\n \u003cli\u003eBehavior guidance: Measures soft-skill behaviors using Enlighten AI, such as empathy and rapport building. It scores the agent\u0027s performance in real time for each behavior. It can show alerts to agents when their score falls below the level you configure. This feature is a separate product.\u003c/li\u003e\n\u003c/ol\u003e"}},{"@type":"Question","name":"Can I customize guidance based on the agent’s needs?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eYes. Each type of guidance is customizable. You can specify the words and phrases to listen for and choose the behaviors to monitor. You can also define the suggestions and alert messages agents see. You can use the same behaviors and phrases for all agents in your organization. Or you can create multiple profiles to offer different guidance by team.\u003c/p\u003e"}},{"@type":"Question","name":"What languages does RTIG support?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eRTIG currently supports North American English and International English.\u003c/p\u003e"}}]}