CS Assist Tool - AI solution that, by listening to the calls, superpowers your customer service agents

  • Increase first call resolution (FCR)

  • Increase customer service quality

  • Decrease average handling time

  • Onboard new employees faster

 

call center assist tool

Customer service might be approached with hundreds of different questions. It might be a challenge even for experienced employees to provide all the answers with high quality that would actually resolve the client’s issue. Besides, customers expect to get answers immediately, but sometimes making a background check in various knowledge bases might take a while. Customers may find such experiences disappointing and the processes inefficient.

CS Assist tool enables customer service agents to handle each call more efficiently by following and transcribing the conversation in real-time using enhanced speech recognition and natural language processing models. CS Assist Tool helps the agents to ask the right specifying questions and give the best answers by following the solution flow.

Benefits

Benefits
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Improve service quality during the call 

There are hundreds of questions that a customer service agent should be able to answer. Typically, these are spread among various manuals and allow space for each agent’s personal interpretation.

Thanks to an innovative solution flow management system, enhanced with AI that guides agents through the dialogue with clients, the CS Assist tool allows you to ensure the highest quality of customer service during the call in live mode. It helps to ask the right specifying questions and give the correct solutions. It standardizes the knowledge base across all customer service. In contrast to solutions for customer service that relies on post-call analysis – when the customer is already disappointed – the CS Assist tool ensures the highest quality of service already during the call.

customer service

Decrease average handling time

Advanced AI algorithms transcribe and classify each call in real time, allowing the agents to increase their efficiency and decrease the average handling time. CS Assist tool gets input from the customer and the agent, and suggests the most suitable solution flows for solving the contact.

onboarding faster

Make the onboarding of new agents faster

Handling customer service might be a challenge even for experienced employees as it sometimes requires knowing answers to hundreds of different questions.

CS Assist tool is especially valuable for new employees as it helps to onboard them faster. New employees can be put into action with much less training because the solution helps them to serve customers. It’s also useful in case changes are made to how to solve contacts (e.g. new policy about considering COVID-19).

chatbot

Increase first call resolution and efficiency

API integration with backend systems allows agents to get all the necessary information about previous interactions with the clients instantly. It helps to understand all previous interactions with the client that at the end leads to a higher resolution rate.

CS Assist tool gets input from the customer and the agent, and suggests the most suitable solution flows for solving the contact; thus increasing the efficiency of the process.

Testimonials

Testimonials

Our Offices

We’re headquartered in Tallinn, Estonia and our North American office is in Portland, Oregon. Both cities have bustling technology industries, and Estonia is known for being the “Silicon Valley of Europe.”

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Portland, Oregon, USA
CENTRL Office
 1355 NW Everett St Portland, OR 97209, USA
Tallinn, Estonia (HQ)
Telliskivi 60/1, N2 entrance
 10412 Tallinn, Estonia
Portland, Oregon, USA
CENTRL Office
 1355 NW Everett St Portland, OR 97209, USA
Tallinn, Estonia (HQ)
Telliskivi 60/1, N2 entrance
 10412 Tallinn, Estonia

Want to learn more?

Want to learn more?

Kristjan Jansons

CEO, Co-Founder

Kristjan has helped various companies from Japan, Saudi Arabia, and Switzerland to implement the latest AI solutions. Having a strong technological background and understanding of the business processes helps him to detect specific business needs and offer necessary AI solutions for matching these goals.

Want to learn more?

Want to learn more?
kristjan jansons