VIER Copilot optimizes customer dialogue through advanced AI-based automation. It analyzes customer inquiries in real time using speech analysis, live transcription, and contact reason recognition, identifying relevant information and providing targeted recommendations for action, all within a single, integrated interface. This intelligent assistant supports contact center employees by recognizing contact reasons and keywords, displaying suitable information from various systems, and automatically summarizing conversations to significantly reduce post-processing time. Beyond live support, VIER Copilot offers detailed intent recognition for administrative evaluations and analysis data. The system also maintains a multichannel history, displaying all previous e-mails, tickets, and dialogues when a customer contacts again, ensuring a comprehensive view. It can optimize email communications by checking for spelling and suggesting improvements, and seamlessly integrates with existing knowledge databases and third-party systems like Salesforce to retrieve relevant information. Furthermore, it allows for the creation of forms to write data back to these systems and connects effortlessly with other VIER products. By leveraging VIER Copilot, organizations can achieve higher upsell rates, reduce post-processing time, and gain significant time savings during inquiry processing. It can provide useful information on orders, suggest products, compare delivery times, offer suggested solutions to problems, trigger workflows in connected systems, and save a final case log including a conversation summary.

Features & Benefits

• Real-time Customer Inquiry Analysis
  • VIER Copilot analyzes customer inquiries in real time through speech analysis, live transcription, and contact reason recognition, identifying relevant information and providing targeted recommendations for action.
  • Intelligent speech recognition: AI recognizes contact reasons and keywords, displaying suitable information from all systems.
  • Automatic AI summary: Transcribes conversations, creates summaries, and reduces post-processing time.
  • Intent recognition: Provides detailed evaluations of concerns and analysis data for admins.
• Comprehensive Multichannel Support
  • Ensures agents have a complete view of customer interactions across various channels.
  • Multichannel history: Displays all previous e-mails, tickets, and dialogs when contacting the same person again.
  • Optimization of e-mails: Automatically checks e-mails for spelling and makes suggestions for optimization.
• Extensive System Integration
  • Connects with various internal and external systems to provide and capture information.
  • Connection of knowledge databases: Can be linked to your knowledge database for manual or rule-based search.
  • Information from third-party systems: Connected third-party systems such as Salesforce are automatically checked for suitable information.
  • Forms: Provides forms for writing data to third-party systems.
  • Connection with products from VIER: Connects seamlessly with VIER engage, VIER CVG and other VIER products.
• Enhanced Agent Productivity & Customer Experience
  • Leverages AI to support agents, streamline workflows, and improve customer interactions.
  • Automatic data display
  • Seamless integration
  • Extensive support
  • Provide useful information on orders, suggest products or compare delivery times
  • Provide suggested solutions to problems
  • Trigger workflows in connected systems
  • Save a final case log including a summary of the conversation.
• Advanced Live AI Support (VIER Copilot Advanced)
  • Offers enhanced real-time capabilities for live interactions, available with the Advanced license model.
  • Live transcription of calls
  • Automated call summarization and filing on the customer record
  • AI assistance for performing a wide range of tasks
  • AI-based live analysis of calls, recognition of the issue and important data
  • Searchable multichannel contact history