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Suggestions Director

Today we are announcing the launch of the Suggestions Director which empowers contact center managers to direct the suggestions towards ideal behavior. Suggestions are the real time suggested responses that contact center agents can send to their customers instead of typing the whole response. Now managers will be able to provide feedback in plain English giving us ideas on how to improve the current agent messaging and provide alternative responses saying what the agent should have said instead. Our expertise engine takes this description of the feedback, analyzes it, and fixes the underlying artificial intelligence models, and updates suggestions improving our customer’s KPIs! This approach provides unparalleled power to managers by empowering them to take control of the content of suggestions, leading to better behaviors and compliance by the agents. In a test with a customer, this approach has improved their sales conversion by 34%!

In this blog post we would dive into what this is and how it works.