Avoira Xdroid Live Agent Assist

Live support tools should do more than track calls. Xdroid Live Agent Assist gives your teams real-time help as conversations unfold, with prompts that improve customer experience, reduce pressure and keep your business compliant.

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Real-Time Guidance That Makes a Difference

Our system works as a real time agent assist platform, giving smart prompts as agents speak, empowering them to be more productive and less stressed in their workflow. These pop-ups help guide the conversation without disrupting the flow, whether it’s confirming a payment, handling a complaint or walking a customer through options.

Xdroid Live Agent Assist helps them in the moment, not after the fact, so your team can stay sharp and your customers stay satisfied. It also helps with after-call feedback and insights, which can be shared with management, as well as used to improve individual skills and reach KPIs.

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Revolutionising Contact Centers:

Speech Analytics and the Impact of Live Agent Assist

In the fast-paced world of contact centres, where customer satisfaction is paramount, the convergence of speech analytics and the Live Agent Assist feature is reshaping how agents engage with customers in real-time. This innovative duo, epitomised by technologies like Xdroid Live Agent Assist, is a game-changer for contact centre agents, offering a powerful suite of tools to enhance customer interactions and elevate service quality.

The real-time agent assistance feature, integrated seamlessly with natural language understanding, acts as a digital companion for contact centre agents during live customer conversations. It provides instant guidance, boosting agent productivity and performance while ensuring customer queries are addressed with precision. This not only saves valuable time for human agents but also contributes to increased customer satisfaction by delivering prompt and personalised assistance.

The synergy between speech analytics and Live Agent Assist is particularly evident in the contact centre environment. By analysing customer calls, extracting insights, and offering real time assistance on the agent desktop, this technology facilitates a more streamlined and efficient customer interaction process. As virtual agents complement the efforts of human agents, the result is a contact centre that not only meets but exceeds customer expectations, fostering a service quality that sets a new standard for live customer interactions.

Features

Built-In Compliance Support

Prompts key phrases, scripts and checks based on your sector’s requirements
Reduces the risk of missed steps or incorrect information
Especially useful in regulated sectors like finance, insurance and utilities

Feature

Smarter Sales Conversations

Flags sales opportunities based on customer intent in real time
Suggests next best actions and relevant cross-sell offers
Supports conversions without adding pressure to the call

Feature

Emotion Detection and Wellbeing Alerts

Monitors sentiment to spot when a conversation becomes difficult
Sends alerts so managers can step in or support agents as needed
Helps protect staff wellbeing and reduce stress or attrition

Xdroid

Live Agent Assist

Empower agents to be more productive by reducing stress and increasing job satisfaction.

Insights and Results – in Real-Time.

Improve agent experience and job satisfaction
Improve agent performance
Reduce agent turnover rates
Boost customer experience and loyalty
Automated call transcription and summary
Enhance compliance
Improve first call resolution (FCR)
Reduce average handle time

Xdroid Speech Analytics

Improve the performance of contact centre agents with real-time insights and coaching

Xdroid’s real-time Agent Assist feature offers direct feedback to the agent based on speech analytics.

Alerts can be sent to management for direct assistance and can immediately help call centre agents with acoustic recommendations (such as speaking slower), reaching their KPIs, decreasing wrap up time and more.

Speech analytics dashboards are available to provide your company with direct and actionable insight into your contact centre’s performance. By allowing agents to see and track their results, they can better understand how to learn, improve skills and increase their scores.

Why Choose Avoira?

At Avoira, we don’t just provide technology: We offer solutions designed to improve your team’s efficiency and your customers’ experience. With over 20 years of expertise in speech analytics, contact centre solutions and AI-driven tools, we focus on what truly matters: supporting your team and boosting customer satisfaction.

Our Xdroid Live Agent Assist system is just one example of how we help businesses like yours stay ahead of the curve. Whether it’s compliance, sales, or agent wellbeing, we tailor our solutions to meet your specific needs and keep your operations running smoothly.

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Xdroid Resources

Take a look through some of our Xdroid resources to learn more about Live Agent Assist: Automated assistance, prompt agents to act, real time assist all aimed at delivering better outcomes.

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Xdroid’s real-time capabilities can prevent the need for remedial actions, with agents being prompted to take actions to deliver optimal outcomes whilst in dialogue. This clearly empowers enhanced first call resolution (FCR) which is both good for compliance and business.