How Minerva CQ works
Before the conversation
Insights and omnichannel data are pulled, and parsed in real-time from multiple data sources.
Context is surfaced to the agent, dispatcher, or technician so the interaction is personalized and faster.
During the conversation
Realtime dialogue and product suggestions, behavioral cues, and knowledge surfacing (articles, videos, forms) are provided to the agent, dispatcher, or technician as they engage in voice, chat, or messaging.
After the conversation
A summary of results, predictive NPS and CSAT, and key actions are provided for input back into enterprise systems.
Training opportunities are identified.
In the contact center
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Improve the customer experience
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Elevate the agent experience
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Reduce handle times and costs
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Increase revenue via upsell/cross-sell
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Decrease agent onboarding timeframes
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Optimize agent knowledge and training
...make every agent a
customer service hero
Empower every service technician with knowledge
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Improve real-time knowledge access and guidance
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Elevate the employee experience
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Reduce resolution time
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Decrease employee onboarding timeframes
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Optimize enterprise knowledge and training
...in the field
Get started now
Minerva offers proof of concept and limited production programs to prove the potential of a deployment. These programs are lightweight and require minimal resources from you. To get started all we need are call recordings and call detail records (CDR) to train the models.
The only interaction from you is to make stakeholders available to review the results - we’ll do all the rest.
Trusted by global brands
Proof of concept
Under an NDA or Data Protection Agreement, you provide Minerva with call recordings and CDR. We will take actual calls and chats, process them on our platform and train our models. You’ll receive an analysis on opportunities for improvement in CSAT, FCR, and NPS as well as upsell and cross sell uplift potential, plus a working proof of concept.
Limited production
With models trained during the proof of concept - all we’ll need is a simple integration to your IVR, CTI, and CRM to make our Agent Assist console available to a select group of agents. In the pilot we’ll prove enhancements to the KPIs identified in the proof of concept along with supporting data for a business case including ROI.
