Real-time AI support for contact center agents for enhanced productivity and superior customer interactions

Empower your contact center agents with our AI Agent Assistant solutions, powered by CoreMedia KIO, an intelligent Co-Pilot. Designed to anticipate customer needs and provide real-time response suggestions, Operator Assistant enhances agent efficiency, reduces handling times, and improves overall customer satisfaction and conversion rates. 

With CoreMedia’s advanced conversational and generative AI tools, your agents are equipped to personalize their responses and assist customers faster and more effectively.

Features

• **Optimal response suggestions for every scenario: **Leverage CoreMedia KIO to tap into historical data, customer preferences and real-time behavior analytics. It recommends the best responses during customer interactions like phone calls, video shopping sessions and live chats — all while keeping agents in control of the messages sent — allowing agents to assist customers with a tailored, informed approach.
• **Cloud agnostic flexibility: **CoreMedia KIO runs on any cloud platform, adhering to the highest security standards and data privacy regulations. For maximum control, it can also be deployed in private cloud setups and on-premises.
• **Integration with any Large Language Model (LLM): **CoreMedia KIO and other AI Agent Assistant solutions work seamlessly with any large language model (LLM), including OpenAI, Azure OpenAI, Anthropic Claude, or custom models, giving businesses the freedom to maintain full control over the LLM of their choice.
• **Adaptability into complex workflows with AI playbooks: **Customize workflows without coding or needing development resources by configuring AI playbooks, allowing users to direct CoreMedia KIO how complex tasks are performed using natural language. For instance, users can ask to modify content variants based on various segments, while also preserving the original version.
• **Effortless call transcription, contact classification and sentiment analysis: **Gone are the days of manual call documentation. With Call Transcription & AI Contact Classification, CoreMedia KIO automatically transcribes speech-to-text, simplifying data analysis and enabling agents to retrieve information quickly, enhancing efficiency during and after calls. Combined with real-time sentiment analysis, CoreMedia KIO also empowers agents to gauge the customer moods and adapt their responses for more empathetic, meaningful interactions, driving higher customer satisfaction and loyalty.