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Neutrinos Agent Desktop Solution

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Overview

Neutrinos Agent Desktop Solution is a multi-channel contact center, supporting text, voice and video channels based contact center capabilities. The solution provides intelligent virtual assistants on all the above channels, seamlessly routing between human and virtual assistance. It enables true opti-channel convenience for the customer, complete case data visibility and action assistance for the call center agent, and observability and process optimization insight for the operations leader. Neutrinos’ implementation of a digital customer query management solution for a major UAE bank brought about immediate customer satisfaction improvement through real-time status updates, consistency across channels, and quicker response times.

The solution, built on Neutrinos Composable Innovation Platform, is fully digital and cloud native, yet can fit seamlessly into the insurer’s existing application and process landscape as well as vendor networks. This provides a means of incremental, derisked and fail-fast new business operations transformation without disruptive core technology shifts.

Key Features

  • Intelligent Inbound call routing

  • Voice assistance and voice bots for automatic query resolution

  • Deep integration capabilities that provide 360° capabilities, using 600+ connectors.

  • intelligent capabilities like intent, classification, text2speech capabilities for increased automation and better CX.

  • Dashboards for operations monitoring, KPI analysis

  • Warm Transfers, Whispers, Agent Assists, Recording, Text

  • Configurable Rules Engine, with workflow capabilities. Intelligent Task Allocation

  • Intelligent authentication for customer convenience and security

  • Intelligent redaction to ensure no unauthorized exposure of sensitive data

  • Custom workflow for call handling and servicing

Key Benefits

  • Customer satisfaction improved by more than 60% in call center interactions. Massively improved customer experience in call center interaction and servicing, through reduced wait times, faster query resolution, and not needing to repeat case history.

  • Simplified call center agent experience with all necessary data available in one convenient workbench.

  • Number of straight-through processing cases increased by 30%, handled entirely by bots. Lower operational costs with reduced human dependency for case assignment and routing, and simple cases completely handled by virtual agents.

  • Number of cross-sell opportunities grew by 10% through more effective management of interactions.

Product/Service details

SOLUTION OR SERVICE TYPE
Contact / Call Center Systems, Voice / Digital or Virtual Assistant Systems / Chatbots
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