Wow your subscribers with better customer experiences

Improve agent knowledge, boost CX, and empower your customer service frontline to turn experience into a competitive advantage with collaborative intelligence.

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68%

of telecom customers did not get their issue resolved on first contact

(Source: Accenture)

61%

of consumers said they experienced poor customer service in the telecom industry

(Source: Hubspot)

42%

of customers would switch to a competitor after one bad customer service experience

(Source: NewVoiceMedia)

Customer frustration and churn are major issues

...fix it by combining human intuition with machine intelligence

Enable better customer experiences, reduce costs, and simplify processes by making experiences more personalized, frictionless, confident, and insightful across member channels.

Minerva CQ is a collaborative AI platform that enables customer service reps in the telecom sector to leverage AI in real-time during conversations in voice and digital channels for billing, technical support, plan selection, upgrades, onboarding, and additional services.

Frictionless engagement

Disparate systems merge into a single view for agents

Personalized interactions

REAL-TIME dialogue suggestions, behavioral cues, knowledge surfacing

Confident workforce

Best workflow automatically surfaces to resolve customer's issue

Insightful data

REAL-TIME transcripts, instant call summary, monitoring, and analytics

Frictionless engagement

Relevant data (rates, billing, CRM, technical support, knowledge base, etc) is automatically pulled, in real-time, from disparate systems and populates the rep's screen during the conversation.

Personalized interactions

Minerva CQ coaches representatives by surfacing up contextual customer information before the interaction and further guiding them with real-time dialogue suggestions, behavioral cues, and knowledge surfacing (best plan options, upgrades, billing statements, warranty, and others)

Confident workforce

Agents use dynamic journey guides, AI-workflows, that constantly adapt to customer utterances and sentiment throughout the conversation to resolve customer issues faster and with more confidence. 

Insightful data

Every call is transcribed in real-time providing for instant insights, sentiment detection, and compliance. These transcripts (call and chat) can be further leveraged with business intelligence tools for deeper analytics. Instant call or chat summaries are made available to the rep and supervisor immediately after the interaction.

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Better experiences for your agents and customers

During the call

Contextual data and sentiment detection make agents aware

Data is pulled automatically from different systems via natural language

AI identifies intent and triggers the optimal workflow

Real-time call transcription and analytics:

gauges sentiment for both customer and agent
improves compliance and agent training
captures true voice of the customer insights

After the call

Instant call and chat summary appear immediately after the interaction:

passive NPS and CSAT captured for all interactions
sentiment progression of the conversation displayed
activity and decisions made during the interaction are listed

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