Automating skill-based routing
Acoustic AI uses AI-driven analysis to create an acoustic emotional profile of both agents and callers, and routes future inbound and outbound calls based on those profiles. In mere seconds, Acoustic AI:
- Identifies agent strengths, weaknesses and current emotional state
- Evaluates the need and emotional condition of the customer when they call
- Assesses historical context of the customer’s complaints and concerns
- Considering the current emotional state of the agent before the call begins
Acoustic AI then routes the call to the ideal agent, reducing the risk of challenging customers and the need for intervention.
Automated Skill-Based Routing
Via advanced AI and profile matching, we automate skill-based routing to direct incoming calls with the best-suited agent or team members
Our software supports hundreds of spoken languages across the globe
No Transcription Required
Safeguarding of customer privacy, analysing only how it was said
Powerful, nimble and delivers ROI in weeks. Better matches = more revenue, happier agents and customers!
Improve Customer Satisfaction
Automatically route calls to agents with the most relevant skills, improving FCR, minimising the need for follow up and avoiding escalations
Enhance Agent Performance
Allow agents to be efficient and excel at what they're good at by assigning queries and concerns that are more in line with their skills.
Guide the conversation dynamic in order to increase sales by predicting which customer-sales rep match will yield the best chance of a promise to buy or pay.