Cresta, a leading customer experience AI platform, just launched a key product. This new solution is called the Agent Operations Center. It is a unified command hub for all contact center conversations. This includes both human and AI-led interactions. The new center empowers supervisors with real-time visibility. It also gives them instant intervention tools. Businesses can now deliver service that is consistently on brand. It also ensures service is compliant and accurate.
Ping Wu, CEO of Cresta, emphasized the need for visibility and control.
“As AI agents handle more and more customer interactions, businesses need visibility and control in order to scale automation while still ensuring a world-class customer experience. The Agent Operations Center unlocks deeper automation opportunities for the enterprise, and puts greater control in their hands, so they can take advantage of AI-driven efficiencies, all with human experts at the wheel.”
The Agent Operations Center creates a new vital role. This role is the AI Supervisor. These are the qualified human experts, who can not only support but also control the AI agents. Moreover, they communicate with AI in case of a sudden intervention. This allows the most direct and fastest way of solving the problem.
Philip Kolterman, CIO of Brinks Home shared excitement about the new solution.
“We’re super excited about the Agent Operations Center. We think human-in-the-loop is the future of the contact center. I think we’ll look back and say this is where we first talked about that.”
Key Capabilities of the New Command Hub
The new hub offers three main features.
- Supervision: Supervisors can monitor sensitive conversations in real time. This ensures safety and compliance are met. The system alerts supervisors to high-risk scenarios. These may include payment disputes or compliance issues. Supervisors can view many live interactions at once. They observe sentiment and context to decide when to intervene.
- Guidance: Agents can request real-time support from a supervisor. This helps them proceed confidently. Supervisors can then message the customer via the AI agent. They can also instruct the agent on the next action.
- Forced Handoff: It ensures a smooth transition. This lets a human specialist instantly take over the conversation. The customer journey is not disrupted at all. This functionality of the Agent Operations Center redefines collaboration. It builds a strong symbiotic relationship between humans and AI.
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News Source: PRNewswire.com
