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The Octovox Switchboard enables call center agents and help desk personnel to oversee and manage multiple live conversations between conversational AI agent and callers. This allows each team member to handle several calls at once, boosting productivity multifold. The customer service improves drastically and at the same time, the cost of serving each customer reduces.
Key Features of the Switchboard:
Live Transcripts: Each conversation is displayed in a dedicated column, providing real-time transcription for easy monitoring.
Sentiment Analysis: Displays live sentiment analysis to assess the caller's emotional state.
Visual Alerts: Triggers visual alarms if a conversation goes off track or if the customer becomes angry or upset.
Interactive Controls: Includes buttons with pre-programmed actions to interact directly with each conversation.
Operator Features:
Live Listening: Tune in to any conversation in progress to understand the context.
Call Takeover: Seamlessly take over any call when necessary.
Call Management: Put a call on hold or transfer it to another agent with ease.
AI Guidance: Direct the AI to execute specific routines by pressing pre-programmed buttons.
Octovox Switchboard provides call centre agents with the tools to ensure quality control, maintain customer satisfaction, and intervene when needed, making AI-driven customer interactions more efficient and reliable.
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