questions alongside historical data to extract relevant information and generate contextually appropriate responses in real time. “Our AI technology provides detailed information to agents in real time so they can fully understand the customer’s enquiry and deliver an accurate, helpful and personalised response,” says Blench. “We’re also able to use AI to perform real-time sentiment analysis on conversations to help agents understand how their behaviour is impacting the customer experience and provide suggestions as to how they can improve the interaction. We can also use the data and insights for training purposes to ensure our agents are continually enhancing their skills and the service they’re able to provide.” The agent-assist technology also offers features designed to decrease the amount of manual work traditionally involved in searching for and typing answers. For example, open text search function Knowledge Assist automatically retrieves information from sources such as internal databases or public websites to supply agents with the optimal responses to client queries. Knowledge Assist can also transcribe voice calls in real time. Meanwhile, agents can use the autocomplete feature to click a button and automatically finish a sentence with precise and relevant wording. “Automating processes makes agents more productive and efficient, which significantly decreases the average handling time for customer interactions and increases first-time resolution rates,” says Blench. “Not only does this enhance the customer experience, but it also enables employees to save time and frees them up to focus on higher-value tasks and more complex conversations and enquiries.” The AI-powered capabilities also make it easier for any employee in the business to serve as a customer service agent, says Blench. “Dialogue Cloud can already route calls to the most appropriate employee based on their knowledge, skills and availability via Teams, but the new AI features make it as simple as possible for them to access the information they need to provide the best possible assistance to the customer,” he explains. “The ability to have anyone from a technical expert to a product designer step into the role of customer service agent at any point is a unique and interesting proposition for businesses because it allows them to offer a differentiated level of service.” By capturing all the existing knowledge of its users using Deepdesk’s AI technology, Anywhere365 can expedite the onboarding and training processes for new employees. “Typically, it takes three to six months to train an agent but with AI, we can make people productive much quicker,” says Blench. “This drives productivity and cuts operational costs.” To further optimise its solution, Anywhere365 has incorporated Azure Communication Services (ACS) into its Dialogue Cloud. “ AI-powered agent assist technology is making the biggest difference in terms of employee productivity, service quality and cost savings” 45
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