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WE ARE LINGO
2nd floor, Garuda BHIVE, BMTC Complex,
Old Madiwala, Kuvempu Nagar,
Stage 2, BTM Layout, Bengaluru,
Karnataka – 560068. India.

Real-Time Agent Assist for Enhanced Contact Center Operations

SOLUTION

The real-time agent assist solution using Lingo Forge. Lingo Forge processed customer queries and provided agents with:

  • Suggested responses: Tailored suggestions based on the specific query from the knowledge base.
  • Relevant information retrieval: Real-time access to relevant information from the knowledge base to support accurate responses.
  • Realtime response with analysis on agent response and customer satisfaction.
  • Agent and customer emotion analysis.

IMPACT

  • Faster call resolution
  • Improved customer satisfaction
  • Increased agent productivity
  • Improved efficiency
  • Significant cost savings

HIGHLIGHTS

  • 95%+ accuracy achieved.
  • Ability to extract data from any kind of source data (image, video, docs, etc…)
  • Realtime response with analysis on emotion and customer satisfaction.
  • Agent and customer emotion analysis.
  • Improved customer experience