Minerva CQ Agent Assist For Salesforce

Highlights

• Unique AI-driven workflows adapt, in real-time, to the conversation giving the agent the precise steps and dynamic guidance needed to confidently and quickly resolve a customer issue or close a sale.
• The optimal workflow (shortest/best) is identified and generated by AI for the customer's particular journey in real-time.
• Consolidates data from different systems, by pulling only relevant data (CRM, billing, shipping, fulfillment etc) at the right time in the conversation when needed.
• Agent experiences are "keyboardless" for information capture when customer utterances are automatically captured for form completion (e.g. name/address capture).
• Knowledge surfacing provides the right answer and snippets of knowledge rather than the entire knowledge base article. This saves time and decreases cognitive load for agents.
• Extractive summarization at the end of each call or chat provide the key actions taken in the interaction and are instantly pushed back into CRM and other enterprise systems of record.
• 100% of interactions receive an AI-generated CSAT and NPS score, at the end of each interaction, as well as a view of the sentiment progression throughout the interaction
• Automates quality assurance (QA), monitors compliance, and provides recommendations for agent training.
• Real-time insights into agent interactions and key metrics are provided to team leads and supervisors for timely support and intervention.