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English
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| Number of pages / Number of words: |
7 / 1717 |
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When automation runs into a recognition problem, then the live guide agent can transcribe what the caller said and guide the system to the next appropriate action.
3. Open ended questions can be asked in the automated call flow and live guide agents can listen and interpret, then guide the automation as to what action it should take...
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Higher gains in caller completion rates can be achieved due to the live assistance and "understanding" that the automation gains from the guide agent assistance.
? CTI (computer telephony integration)
- Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated...
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