...improve it by augmenting your agents with AI in every conversation
Enable better customer experiences, reduce costs, and simplify processes by making experiences more personalized, frictionless, confident, and insightful across customer channels.
Minerva CQ is a collaborative intelligence platform that enables customer service reps in the energy sector to leverage AI in real-time during conversations in voice and digital channels to provide consistent explanations of energy sources, tariff plans, billing changes, and optimal spending expectations.
Disparate systems merge into a single view for agents
REAL-TIME dialogue suggestions, behavioral cues, knowledge surfacing
Best workflow automatically surfaces to resolve customer's issue
REAL-TIME transcripts, instant call summary, monitoring, and analytics
Relevant data (tariffs, billing, CRM, assistance plans, knowledgebase, etc) is automatically pulled, in real-time, from disparate systems and populates the agent's screen during the conversation.
Minerva CQ coaches agents by surfacing up contextual customer information before the interaction and further guiding them with real-time dialogue suggestions, behavioral cues, and knowledge surfacing (best tariff options, efficiency recommendations, assistance offers)
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.
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 representative and supervisor immediately after the interaction.
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