Salesforce Service Agent AI Coach
Experience breakthrough agent performance with EPAM's Salesforce Service Agent AI Coach! This cutting-edge AI-powered tool transforms your service agents into experts, providing real-time, Einstein-powered guidance tailored to your company's Standard Operating Procedures (SOPs). Whether they're seasoned professionals or new recruits, our AI Coach equips your agents to resolve cases faster and deliver exceptional service, making every customer interaction outstanding. Start wowing your customers with best-in-class service today!
Industry Challenges
4-6
weeks
spent to onboard new Service Agents
42%
is the average customer
support turnover rate*
$6,523
is the average training cost to onboard a customer support agent**
* Stats are from a NICE WEM Global Survey from surveys done across the US and UK
** Stats are from a Contact Center Magazine
Key Features & Benefits
Real-time Recommendations
With Service Agent AI Coach, agents receive contextual, real-time guidance and feedback on their performance based on case and correspondence details.
Coaching Grounded in SOPs
Service Agent AI Coach provides step-by-step suggestions from relevant Standard Operating Procedures (in structured or unstructured format) and Knowledge Articles.
Customer Sentiment & Agent Performance Analysis
Service Agent AI Coach tracks customer sentiment and agent performance scores. Understanding customer sentiment is crucial to gauge sentiment and emotional cues. Agent Performance Analysis can shed light on improvement areas for the agent.
Coaching Analytics & Performance Metrics
Service Agent AI Coach provides data that can power analytics and performance metrics. With this data, managers can identify agent training needs and evaluate customer satisfaction levels to continuously improve customer service operations and agent performance.